How Does a Virtual Switchboard Work?

As time has moved on, the need to move away from traditional telephony to digital means has grown hugely. That means, instead of having to rely on a physical number or switchboard service, many companies and businesses are choosing to move to a virtual or digital standard instead. But how exactly does this work in […]

As time has moved on, the need to move away from traditional telephony to digital means has grown hugely. That means, instead of having to rely on a physical number or switchboard service, many companies and businesses are choosing to move to a virtual or digital standard instead. But how exactly does this work in practice? Are you considering setting up on a virtual switchboard of your own?

Let’s break this down in a little more detail and take a look at how and why setting up on a virtual communications basis is likely to help you in the long run.

Understanding Switchboards

Before getting into the virtual side of things, we need to understand how switchboards work in general. The fact is a switchboard is an old-fashioned way of linking up calls to different numbers and different departments. In the early days of telephone exchanges, people used to sit in call centres and connect incoming calls to specific numbers.

Over the years, this has become more and more automated for ease of use, and to cut costs. A legitimate job from yesteryear was that of switchboard operator. This has now gone the way of the ghost.

Essentially, when you call a company, you might be put through to a switchboard. It is essentially the first line of customer service for many people. When you call a switchboard, you will be asked to press the number that best corresponds with your type of query.

Looking at an Example

So – a good example would be a bank. When you call a bank’s virtual switchboard, you might have to press ‘1’ to check your balance, ‘2’ to make a transfer, or ‘3’ to speak to an advisor. Nice and simple. For companies such as mobile phone networks, you might need to set up a switchboard to direct people to technical support, financial services, or retentions.

A virtual switchboard has quickly become a necessity for many businesses. It is a virtual system which understands why people call in and does its best to direct them to the right department and the best people to help them. It is completely based off-site through Capital Telecom, meaning that you have a fluid, customisable service that will serve as the frontend for all calls coming into your business.

The Benefits of a Virtual Switchboard

So, let’s look at a few of the main benefits of a virtual switchboard. There are plenty of reasons why you may wish to go virtual on call handling. Some reasons may be more obvious than others, however, we’re here to explore the biggest pros. Let’s take a look.

Enhance Customer Care

Your customers want to speak to someone who can specialise with their concern. Rather than muddling around with the finance team when they need tech support, they want to have the option to call through and to connect to genuinely helpful people.

By pressing ‘3’ for tech support rather than having to fumble around in a queue, your customers are instantly happier – in that they will find their way through to specific departments where people can be of most use to them.

Reduce Call Queuing

Call queuing is the bane of most call centres. Getting those queues down means happier customers, and it also means increasing revenue for you, too. You’re also going to really meet those targets and KPIs.

By splitting calls across departments outlined in a virtual switchboard, there will be no need for you to funnel everything through to a catch-all department. This not only reduces call waiting times and queues, but also relieves pressure on your specific departments. It also means that you can continue to supply specialist training to teams, instead of expecting them to know everything, and to be able to handle everything.

Take Every Call

A knock-on effect from the above is the fact that you will be able to answer every call that comes through. Coupled with reliable VoIP comms, you can make sure to handle and process every call that arrives into your centre. 

Otherwise, you are at risk of disappointing a lot of customers. What’s more, increased call handling means more potential leads and revenue for you. On top of this, you will be able to hit call handling targets set for you by the industry and any directors who may be watching over you.

In any kind of business, the last thing you are going to want to do is drop calls or miss connections. This looks poorly on you, and it also means that you stand to lose a lot of business.

Lower Costs and Fees

One of the huge benefits of running a virtual switchboard lies in the cost saving. Instead of having to hire someone to physically manage and monitor a switchboard for your company, you can simply set up an off-site service to manage everything on a digital, hands-off basis. It’s a great way to make sure that you save money on labour, and not only that, on the amount of money it would normally cost you to maintain everything.

Traditional telephony, switchboard tech included, is incredibly costly. This means that you’d need to pay for cabling upkeep, installation and more besides. What if something goes wrong? You’d have to try and call in someone who can help. When you set up a virtual service off-site, you don’t have to handle any of the nitty-gritty. It’s taken care of for you.

Setting up a Virtual Switchboard

Virtual switchboards have become commercial and business standards well worth looking into. Why not take a look at setting up your own virtual or off-site switchboard? At Capital Telecom, we will make sure that your customers find where they need to go with efficiency and ease.

What’s more, we will save you money in the long run, too. It’s time you took advantage of modern technology and to enhance the way you run your business. Call us now or look through our services online to find out more!

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