Expertise attribution.
Set up a custom virtual business unit in minutes. Organize teams, facilitate teamwork, and secure data storage.
Organize teams, secure data.
Manage multiple entities.
Manage teams simultaneously regardless of their location while ensuring data privacy and preventing security risks.
Give visibility into the performance and results of projects and teams for executives and managers.
Track business unit KPIs.
Monitor call center performances through dashboards. Gain visibility into diagnosed issues, avoided displacements, and NPS.
Use role-based access to grant high-level access to company activities.
Connect your customers with the right expert for precise assistance.
Tag experts by expertise.
Associate custom tags, a business unit, and availabilities to all experts.
Organize business units, countries, or any coherent group into call centers.
Route calls to groups of experts.
Solve issues quickly by routing a call to a specific group of experts.
Select an expertise, a business unit, and a call request will be sent to all experts in the group.
Reach the right expert.
Connect the field worker to the first expert who accepts the call request.
Reduce machine downtime, call redirections, and overall costs.
Frequently asked questions.
What is a virtual business unit?
A virtual business unit is like a typical entity, except the support experts can work remotely, even working from home and working from various time zones. Experts can make their calls via virtual business unit software, which allows companies to continue to track their KPIs by an expert or by business unit despite not being on-site.
How do you create a virtual business unit?
- Decide on the purpose of your business unit
Will you create an inbound business unit or an outbound business unit? This is important to decide before you hire and structure your teams. - Hire a team of support experts
With a virtual business unit, the experts can be located anywhere in the world. This allows you to focus on finding the best people for the job without being limited to geography. - Equip your experts with the necessary equipment
The support experts need a certain set of hardware to perform their tasks. Make sure that they have tools like headsets, laptops, and any knowledge management platforms necessary to provide a level of assistance that will create satisfied customers. - Select a virtual business unit software
To facilitate easy access for employees, companies can use cloud-based software that allows the team to work from anywhere in the world simply with an internet connection. - Track your business unit’s KPIs
An important element to consider when picking which software to use is to find one that will provide multiple levels of KPI tracking. It is important for call center managers to have visibility over the performance metrics of individual agents, teams, and business unit as a whole.
Once these elements are implemented, support experts can be hired from anywhere to provide customer service.
How do you manage a virtual business unit?
To manage a virtual business unit, provide your team with all the information they need to provide excellent customer service. Empower them by providing tools for self-service such as a well-built knowledge base with ticket archives, so they can review past client interactions. As a result, the agents can discover new ways to resolve problems, so they can improve their customer support. Additionally, it’s important to interact with your team in real time, particularly when giving feedback or making changes to the agents’ daily processes.
How does a virtual business unit work?
A virtual business unit works largely the same as a call center where agents are physically present. The main difference is that agents are not all located in the same place, but rather could be spread out around the world. Once agents have access to a remote business unit platform and ticketing system, they can continue to make calls and provide customer support regardless of their locations. This allows for increased employee flexibility and has been found to reduce employee turnover.
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