Virtual Call Center
Virtual Call Center by CloudSteer
CloudSteer’s Virtual Call Center is cloud-based, zero infrastructure solution for both Sales and Service giving you a 360 degree view for Advertisement ROI, Service Requests resolution, automating Enquiries and Service Requests creation and processes. It keeps a flawless track of all the customers, interactions and records and is an excellent productivity tool for companies who have telecallers / sales / service representatives in-house or outsourced, and who want to do away with manual micro-management, also integrating with their current systems.
Key Advantages
“75% CRMs fail, purely because Marketing, Sales and CRM users are reluctant to use a solution that adds transparency and workload. Any system is as good as the information put into it!”
Key Features of the VCC App include:
- Call Center and CRM on single platform
- Easily Import Existing Prospects in the system
- No need to log into a separate system to import call records to follow-up.
- Automated Call Logging as inquiries, even if missed calls or voicemails.
- Call Recording available in activity history for the prospect/customer.
- Play call recording from Browser or Mobile App.
- Calendar Integration with Robust Follow-ups and reminder management.
- Mass Email – Promotional Emails with analytics on number of times the email was read, first and last date and time read
- Pipeline Management with Optional Offer/Proposal Generation
- Automated Enquiries Routing based on Round Robin / Product Teams (Calls, Emails, Forms on Websites and Portals, Social).
- Admins can change the assignment, remove or add users for inquiry distribution within the CRM.
- Optional Products/Inventory Management Add-on.
- Advertisement Management with ROI visibility
- Marketing, Sales and Compliance Reporting and MIS (Drag and Drop)
- Escalation Notifications and Easy Click-of-a-button Re-Assignment
- Inbound and Outbound calls handling right within the CRM.
- Online Usage Guide within the system for easy Adoption and Training.
- Robust Collaboration with File Sharing, Polls etc. eliminating loss of internal information on IMs like WhatsApp, SMS etc.
- Internal Chat between users.
- Flexibility to extend the solution to handle specific business requirements.
- Other Features that would be unique to your organization and that would help you be a leap ahead of your competitors.
- No Hardware. No Software. No Speed Limits.
Features
Virtual Call Center Features
Sales
Most Sales Enquiries are lost as Sales users don’t enter this information in the system.
Here’s everything you need for a highly productive and performing Sales Team, without the worry of enquiries getting lost. Create and Track incoming inquiries from both traditional (calls, emails, websites, portals etc.) and social channels. See your prospects’ social profiles. Automatically route and escalate inquiries. And No Hardware. No Infrastructure, Easy to use and Awesomely powerful, as it’s built on the world No.1 Cloud Computing Platform – Salesforce.com™.
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Companies today are spending a fortune on Marketing and Branding. Calls, Emails, Web Form Inquiries are Automatically tagged of Advertisements and Products, for ROI visibility. Zero Manual Intervention.
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Access prospects information instantly. Keep Tele-Sales Agents and even the Field Sales Team productive. The can see prospect information, including the Advertisement and the product, take and make calls anywhere and anytime. NO NEED TO LOGIN INTO A SEPARATE SYSTEM TO MANAGE CALLS.
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Sales resources may or may not be in front of their desk when they receive a phone call. Can be simply using Mobile Phones and Tablets. Prospect contact pops up on the browser as soon as a call comes in, with notification alerts on mobile phones.
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In addition to flexibility in service, your prospect want options and a timely response. Automated Inquiry follow-ups and notification to inquiry owners is loved by users, while management can ensure each inquiry is attended with escalations, if not attended on time.
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Most Prospect Management Solutions fail as Sales Teams do not enter their inquiries in the system. The App creates Inquiries automatically without manual intervention, irrespective of the channel, whether it’s phone, email, or the Web.
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Close Collaboration and Referrals always help in growing business. Chatter on our App helps agents to work together to respond quickly. It reduces the need for emails for small items of action, such as approvals, follow-up and internal concern resolution. VCC CRM App Protects your correspondence on SMS, Whatsapp, IMs etc. from getting lost upon attrition or movement. Intelligence our customers love to have Red Flag Calls visibility instead of call barge in e.g. 5 calls from a contact and the enquiry is lost / not attended in the system, ROI from a Particular Advertisement or for a product or any such report is available in real-time. This is certainly better than having to maintain a call center separately and then handle integrations, which may or may not sometimes work.
Customer Service
VCC App allow you to create a ticket from almost all sources of communication; Calls, Emails, Web Forms, Social Media landing pages amongst others.
Specifically, your Service Executives can create and close a Service Request depending upon their authority, priority, department and type of query, from a single easy-to-use interface built on the Salesforce Platform.
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As soon as a call comes in, contact opens automatically on the screen if the agent is logged in. The call can come to the desk phone or even mobiles in case the service agent is on the move. VCC App eliminates the need to switch between your CRM, in case you’re using one of our App or any compatible Salesforce.com products. This way, the resolutions can be provided while the customer is on the phone. The use of one single interface helps increase team’s efficiency and your company’s overall customer service quality with positive feedback.
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VCC App enables you to customize the data within each Service Request according to your unique business needs; email content for notifications, standard responses and others.
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VCC App can Create a Task on a Service Request automatically for someone in particular to handle, if the information / resolution to be provided is beyond capability of Service Executives or has been escalated due to delay in response. The underlying CRM has comprehensive and corresponding customer data, so your team has real-time and up-to-date information.
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Most Customer Requests get escalated as Service Executives do not enter the right nature of request or even forget to put that manual entry at times. This especially happens in case of large call volumes and when resources are not appropriately trained. There is no manual intervention required for creation of service Requests even via phone calls.
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In addition to automatically creating tickets from the VCC App, automated workflows allow for the creation of rule-based workflows. VCC App can automatically create tickets when an event happens to reduce most of your data input work. For example, when a call ends, VCC App can populate the voicemail call recording on the contact record even when a call is missed, These automated workflows streamline support process and enhance the quality of service provided to customers.
Pricing
Virtual Call Center Pricing
A typical call center’s communication hardware, software, and infrastructure all remain in your office. Together with the hassles of maintaining different vendors for call routing, hosting call recordings, telephony service provider billing, security firewalls, along with resources to keep all of this monitored. Not to forget, the related costs of resource attrition, knowledge attrition, maintenance. If one technology or service changes, such as your CRM or Telecom provider service is down, what is lost? Business.
CloudSteer becomes your single window service provider with all things call center, on the cloud and taken care of by us.
Technology we use is simple, so is our paperwork and pricing. Call our sales representative today and we’ll help you with it. Trust we’ll do our best.
Virtual Call Center APP
USD 64 /user/month
- Billed Annually
- Minimum Users: 10
- Multiple Source Integrations
- Enquiries
- Service Requests
- Workflows and Approvals
- Tasks and Activities
- Business Analytics
- Capability to Add our Other Apps
- Web Services API for Integration
- Salesforce User License Included
System Strategy
We offer strategic guidance and consulting on ways to get more from your investment by using our Apps, and build new ones that bring business transformation.
Case Study
Virtual Call Center Case Study
A Leading Hearing Aid Company
The Challenge
Catering to enquiries coming directly and through dealers, along with Service Requests meant dependency on individuals to manually ensure each contact is in the system and a proper follow up is ensured, as the sale usually happens after 2-3 satisfied visits to the testing center. The company needed a solution that covers all these aspects in an agent-friendly manner.
The Solution
The implementation took three flat weeks. VCC App allowed to ensure that each call to a dealer is available as an enquiry and follow-ups with requisite information are automated, without any need for manual intervention. It helped in powerful collaboration between the Head Office, Company Owned Testing Centers and Dealers.
An MMR based realtor – Case Study
The Challenge
A lot of money was invested in an ERP which was running just fine, and the need was to include the missing element of a call center software. The customer was convinced that a call center only solution wouldn’t do justice as there had been a call center application already on board, which does nothing but routing and making phone call. The real challenge was to get the tele-sales executive to put in the enquiries in the system manually and to get CRM to log all complaints and respond to them in a timely manner during a customer lifecycle, which usually is 3-5 Years from the date of Booking.
The Solution
VCC App was configured and implemented to be the front-end with real-time information displayed on the ERP to which the agents already had access. The agents are now able to spend more time in attending to enquiries and converting them to site visits than maintaining cumbersome forms on a disconnected Lead Management system which was not user-friendly. Customer Service Requests resolution time went down from one complete week to less than a day with effective collaboration with the Finance team for all documents and information requested by the client. Call recordings can now be played within the solution without any intervention by the IT team.
Clients
Property Able Clients
There is a reason why thousands of businesses across the globe trust CloudSteer when it comes to powering their business and processes on the cloud (on the web).
DLF
Godrej Properties
Vatika
Mahindra Lifespaces
Paradigm Realty
Federal Mogul
BPTP
Su-Kam
K Raheja Corp
6D Homes
Alba Urmet
Aryarth
GN Resound
Marathon Realty
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