You can setup a virtual call center with one mobile no and calls would be distributed to your staff who can handle even when they are at home.

My Pain

I used to get mad, fielding every query and complaint of the customer on my mobile. I felt like yelling out, God give me a break. Did you ever feel that?

My experience

Launched Alcove service apartment website with personal number. Within 3 years of operations the no of customer calls increased to almost 50 a day. Also started getting calls on holidays and at odd hours. I had 2 executives who worked from home then. Starting a call center and then asking the executives to work from office was a non-starter. Till I bumped across the virtual call center from a start-up VoiceGain later bought over by Ozontel.

The setup:

VoiceGain allocated a PRI number 080 67309303 (this is not a physical line allotted just the number) We are to display this no on the website.

When a customer calls this number, his call gets redirected to the agents mobile no. If that agent is busy then it gets transferred to the next agents Mobile no. like in an EPABX system.

Features: These features can be setup by the login provided by the company.

• You can add up to 10 agents using web login.
• Any customer who calls can get a standard SMS message which you can define like “Thank you for contacted TrustedStay Serviced apartments”.
• You can program to transfer calls from one agent to the other in case first agent does not pick within 3/5 rings.
• You can program that the agent can receive calls only when he logs in.
• Dashboard for display of daily calls received and other MIS
• Reports to check on productivity & check recordings of agent to see their interaction with the customer.
• Integrating call recording to your CRM

Special Number: But there was one problem we never wanted to display a landline no on our website. We decided to buy a unique no 89510 89510 from Airtel which costed us Rs 25000 then. We then put 89510 89510 special mobile number on permanent forwarding mode to 080 67309303. We then used the special no 89510 89510 on our website.

Signature Music: We then added our TrustedStay signature music to our call centre till the customer got connected to a agent. Till date its working fine and would have recommended to almost 10 of our associates. This whole setup costs just approximately 3000 PM. And life has become very comfortable for us.

Now plenty of new players such as Exotel, Knowlarity etc. also offer this solution. O course, I am happy with my business phone provider since they have been very dependable and responsive to my needs.

My Conclusion

It’s a real peace of mind, the high call volume gets distributed across your team. This is a must have technology for anyone in whatever business if the daily call volume exceeds 25-30 calls per day.