Centralized support is an increasing trend within companies today, helping to drive the popularity of the call center. When customer service staff members are ready and able to help customers over the phone, you can drive satisfaction among the customer base. When you do this with a call center on demand, you save money in the process.

This recent Five9 (News - Alert) post highlighted the benefits of the call center on demand, especially the advantages of compartmentalizing and centralizing call center services in one place. When staffing and agent availability can easily match call volume, customers get the support they need even during peak volume times.

The true innovation in the call center space hasn’t come from tweaks to software platforms or adding quality assurance monitoring. Instead, the launch of the call center on demand around the year 2000 set out to completely transform the industry. The call center on demand allows the organization to spread its agents out all over the world, instead of housing everyone in one building.

While some call center on demand implementations do keep agents in small buildings, others have found significant benefits in allowing their customer service representatives to work from home. This arrangement allows for flexible hours and the ability to work from home for those employees who loath the commute to work. For the company leveraging the call center on demand platform, they no longer have to pay the overhead of a lease and the maintenance of space.

Studies have also shown, according to Five9, that the call center industry as a whole suffers from high turnover. The call center on demand can significantly reduce turnover as employees are more content and happy in their own unique environment. Plus, the company is not limited to space and can scale their call center on demand according to the needs of the customer base.

The call center on demand also offers the advantage of unlimited access to help. Customers are no longer limited to the hours agents are available as customer service representatives can be made available any time of night or day. And, the company can be more diligent in hiring only the best as they are no longer limited by geographical boundaries.

Any company leveraging the call center on demand can benefit from the flexibility in agent location, the elimination of overhead, the at-home-agent platform and the increase in customer satisfaction due to “always-on” availability within the center. The main focus should always be on customer satisfaction. By its design, the call center on demand enables a company to focus its efforts solely on the customer to effectively reduce costs and drive new revenue opportunities.