Virtual Call Centers Prevent Scheduling Nightmares
Virtual call centers are growing in popularity amongst businesses of all sizes. Whether you’re talking about a large international corporation or a small mom and pop shop down the street, everyone can benefit from the advantages virtual call centers bring to the table. Let’s take a look at some of the pros associated with this software.
Reduced Costs. When a call center is in a physical location, there’s a lot of staff and equipment that need to go with it. Standard call centers require sophisticated equipment to manage, network, process and backup data. All of that equipment costs money to buy and maintain. Plus, every few years the company will have to pay to completely overhaul the system in an upgrade since there are always new and improved solutions being offered.
As a TCN article points out, “With virtual call center software however, you can run and manage the entire call center without purchasing the equipment. When combined with a virtual call center, the software delivers a reliable data center with an expansive backup management. Because it’s the provider’s responsibility to maintain their systems, you will not incur any additional upgrade or repair costs in case of a hitch.”
Remote Workforce. Not only do physical call centers need equipment, but they need people to fill the space. In a standard call center, all agents need to be housed in the same location, which carries its own expenses. With people inside, the building needs heat, air conditioning, a kitchen, bathrooms, etc. All of those things add up, costing companies even more money.
Not to mention the fact that having everyone in the same location means that they’re all in the same time zone. That means that the call center can only be accessed for certain hours of the day, because you’d be hard pressed to find an agent willing to work at 3 a.m. Limiting a call center’s hours to a standard 9 a.m. – 5 p.m. work day is fine for agents, but inconvenient for customers. Most customers who would be calling in for help presumably have jobs, which makes it difficult to contact a call center during normal workday hours.
By investing in virtual call center software, organizations don’t have to worry about being an inconvenience. They can easily hire remote employees from around the globe to ensure that the call center is open 24/7/365. That way, every caller is guaranteed customer service when it’s convenient for them, and call center managers don’t have to worry about the scheduling nightmare that would surely occur if they tried to schedule agents at odd hours.
Of course, there are plenty other benefits to a virtual call center. However, the biggest advantages are the one I stated above because they allow for more flexibility, which is never a bad thing.
Edited by Maurice Nagle