How To Start Call Center in Metaverse?

You might be planning to build a future-ready customer support service platform. That’s why you landed here and are eager to know “How to start a call center in the metaverse?” don’t worry. Your wait is over. The blog has all the details to start a virtual call center. Just keep scrolling.

Before going ahead, Do you know?

• More than three-quarters of customers leave a company if they receive poor service.
• 90% of customers expect an immediate response when they have a service-related question.
• 44% of people report being annoyed or irritated when kept on hold for 5 to 15 minutes.
• 59% of them prefer communicating their questions and issues via live calls.
• 83% of people prefer to speak to just one person to resolve any complex customer issue.
• 48% of consumers switched brands due to better customer service by the other company.

These are the major causes for shifting to virtual call centers and retaining their customers.

The future-ready platform has the potential to change new ways of living and working. Customers can interact with businesses with software like augmented reality (AR) and remote video technology.

Time to understand all about How to start a virtual call center?

Understand the working scenario of a virtual call center.

With the rising popularity of the metaverse, customers' expectations to collaborate in real-time also scale up. Now, they don’t want to limit themselves to Google, Zoom, or other meeting platforms. They are looking for an environment set up as per their wish. This is what the metaverse can provide.

The Metaverse is also an extremely suitable platform to offer exclusive sales or services and handle customer queries. For instance, think about a TV screen that does not fit into a customer's living room. How can you solve their problem? In a virtual space, you can schedule an appointment and give a demonstration of your product.

Metaverse, virtual call center development, can not only solve customers' issues but also let them tailor-made locations to handle specific contexts and purposes. More, verbal information transfer combined with showing and experiencing is more impactful than just reading messages or going through long stories.

Business Benefits To Start Virtual Call Center

There are numerous business benefits to starting with a metaverse call center platform and changing customer services with emerging users' needs. Let’s check out some;

Stronger Relationships With Customers

Metaverse is similar to the virtual playground that allows users to buy properties, transfer funds, play games, and perform more activities. While going through all the activities, customer queries and questioning are common. The metaverse call center provides an in-person meeting platform where company executives and customers interact to discuss their issues. Company’s personalized assistance policy for customers always attracts users and builds a strong bond between them.

More Access for Customers

The metaverse is a blend of technology that creates unique spaces where almost anything is possible. Customers don’t require to go to nearby shops to handle their issues as everything is possible with a virtual customer support system. In addition, customers can interact with the company and get first-hand information about everything before buying their products.

Enhanced Shopping Spaces

Want to know how a particular dress would look when wearing it? Metaverse makes it possible with the capability of augmented reality. Users can try to shop for anything and anytime. Even if someone has questions related to product details, real-time meetings like meetings can provide more details of the product.

Easily Host Events to Connect

Metaverse's customer support system is not only about providing assistance in shopping. But its area is much wider. Before launching a product, a company can gather information from the target audience, provide them with a new product demo before launching, and more to draw their attention. Even businesses can host trade shows in the metaverse to educate their customers. All these can lead to an amazing customer experience in the metaverse.

On the journey of virtual call center setup, understand.

Types of Customer Support Services in Metaverse

The metaverse is another avenue where businesses can handle customer inquiries, onboard and train new users, and build out an omni-channel experience.

Customer Inquiry Resolution

The type of call center is designed to handle specific customer inquiries. For instance, if your customer purchases a new computer and faces trouble starting up it. Real-time in-person meetings in the metaverse can make it possible to produce demonstrations and activation instructions without the inherent disconnect from being on the phone or in live chat.

There is no physical contact, and your customers can enjoy uninterrupted services as and when required.

Onboarding and Training

Another form of customer support system is to provide onboard training to new customers or employees. Customers can onboard from anywhere and anytime and feel everyone's in the same room. The face-to-face training presentations would function just like they would live. Also, you can know real-time feedback from the customers regarding product issues and handle their queries effectively.

Omni-Channel Support

Omnichannel service may build upon multichannel offerings and add enhanced coordination and customization. With an omnichannel call center, all departments assigned to a client are in communication, which can allow staff to learn from information gathered through the metaverse omnichannel support system. This approach allows for enhanced customization as call center representatives interact with clients in order to generate better results.

Outbound Call Centers

An outbound call center specializes in contacting customers to expand the reach of your company at a minimal cost. The call center is responsible for the following;

• Selling to potential customers
• Expanding your sales reach

Inbound Call Centers

An inbound call center receives calls coming into the company. The call center provides services to existing customers or new customers looking to purchase products or services from your company. Their services include;

• Processing orders - it includes purchase options, recording order information, and collecting payment information.
• Providing dispatch services - it includes receiving calls, transferring them as needed, and monitoring the progress of any shipments and deliveries.
• Offering help desk support: Designed to support customers who know what is wrong and help identify potential sources.
• Answering and transferring calls: Receive calls from customers, ask about the reason for and then connect to the concerned person (if the need persists).

Features of Virtual Call Center Platform

Whether you are planning for an inbound or outbound calling platform in the metaverse, we have curated a list of essential tools for both worlds. Let’s check out these;

Features of All Inbound Call Centers

• Automated call distribution
• Call flow designer
• Preferred agent
• Call queuing
• Voicemail
• Personalized greetings and music
• Call forwarding
• Interactive Voice Response
• Ring groups
• Skill-based routing
• Business hours
• Callback
• Caller ID

Features of All Outbound Call Centers:

• Sales dialers – Predictive, power, and smart
• Automatic outbound caller ID
• Real-time dashboard
• Call statistics
• Outbound call center campaigns tool
• Number porting
• Click to call
• Call recording and monitoring

Useful Features Of Both Outbound And Inbound Call Centers:

• Call Tagging
• Call Notes
• Contact Tags
• Real-Time Customer Card
• After Call Flow
• Contact History
• Top-Class Security

In addition to these, if you have any ideas for more customized features, you can approach our experts. We always look for a system that provides you with a long-term solution.

Virtual Call Center Development Process

Developing a virtual call center is not a cakewalk. From going through critical research work to deploying and maintaining, one needs to take care of many details. Some of them include the following. Let's find these steps;

Identify Your Purpose

Before you start building your call center, you must ask yourself a few questions. It helps you to understand your platform development objective. Keep in mind every year. Many businesses fail due to non-clarity over vision.

Make sure;

• What is the size of your business?
• Which is your industry?
• What needs do your customers have?
• What is your primary concern – assisting existing clients or generating new ones?

After answering these questions, you should focus on inbound calls, outbound calls, or perhaps a hybrid model.

Let’s look into it a bit deeper.

Inbound Calls

Focus on inbound calls if you need to provide the following:

• Technical support
• General customer service
• Help with the booking of your services
• E-commerce assistance – processing payments and orders
• Inbound sales

What Will Be Your Target Industry? In The Case of B2B Business;

• Finance
• Healthcare
• Retail
• Education
• Transportation

Outbound Calls

Find out what your motto is among;

• New Leads Generation
• Retain existing customers
• Start a telemarketing campaign
• Conduct market research
• Run a survey
• Set business appointments

Reach Out Virtual Call Center Development Company

When you are done with all the research work, time to find and reach a reliable call center metaverse platform development company. The company considers your business needs, customers' expectation, and technology know-how, then provides you with a future-ready platform with blockchain security. Just ensure your company has the good industry experience and similar technology knowledge.

If the company does not have your industry experience but has the skills to develop diverse industry projects, you can consider it. Moreover, blockchain technology, AR, VR, and AI are powered by metaverse platforms, finding out your company already has developed the projects. You can also consider a company with gaming experience because they have ideas on how to formulate stories and details in the metaverse.

You can approach our experts, too, as we are into the same industry for 13 years and 5.5 years in the blockchain industry. You can check our case studies, read clients' testimonials, watch videos and find reviews on trusted review websites like clutch and Goodfirms.

Understand the Technologies To Be Used

On the journey of developing a virtual call center, the next step is to understand what type of technology will be used. Here we have a list of technologies to be used to build a metaverse platform.

Blockchain:

Blockchain technology is used to remove the centralized concept of platform development. Therefore it is used for;

• Information Storage
• Security
• Building trust
• Smart contract development
• Interoperability
• Cryptos
• NFTs
• Self-identity authentication

Technology stack for blockchain development

• Front-end development: JavaScript-based framework; React-native, HTML, CSS, Websocket, Web3js
• Backend development: Solidity, Rust, Node.js., React Native, DocumentDB, MongoDB., Auth0, Web3js

AR and VR technologies

Augmented Reality and Virtual Reality are the gigantic engines required to support the creation of the metaverse project and facilitate immersive experiences.

Technology stack for extended reality- AR/VR development

• Unity
• Google ARcore
• Unreal Engine
• Apple ARkit
• Maxst AR
• ARToolKit

Artificial Intelligence

AI enables Avatars to be more realistic, powering them with the ability to learn human body language and conversation style. In other words, AI transforms the original language into machine-readable language, reads it, and translates it into the desired language.

Technology stack for AI development

• AWS sage maker
• TensorFlow
• Scikit-Learn

3D Reconstruction

It offers realistic virtual spaces built using 3D reconstruction technology.

Technology stack for 3D development

• Unreal Engine
• Unity Game Development
• CRYENGINE

UI/UX Designing

The next step in the development stage is to plan an outline of your platform and figure out how it’s going to look. The stage includes all visual content, such as photos and videos. Developers make sure of everything by keeping their audience in mind. It's a crucial stage in defining a prototype of your platform.

Codes Development

Once clients approve the platform, experts go with the coding stage. The stage enables the proper functioning of what you have seen in the designing stage. Therefore the stage involves backend and front-end coding. Experts ensure that your platform should be user-friendly and easy to get around.

Testing, Testing, Testing

Removing bugs and glitches is as important as your platform is. Therefore, experts ensure your platform is 100% free from bugs and errors. A professional virtual call center development company also conducts multiple-level testing. We have a special QA team for this purpose to test your platform at every stage.

Deployment

Once things are fine, your platform is ready to deploy on app stores. We help you to deploy your platform from the local server to the cloud, then to the app store. If you face any issues, we will fix them simultaneously.

Maintenance

We not only leave you with development, but we also offer platform support and maintenance services as per agreement. For startups, we also offer 3 months of free maintenance services.

What are you thinking now? Time to start with us.

Want to know more about us? Contact with our experts now!!

• Metaverse Development Platform