There are a number of good reasons to launch a virtual contact center and many of the business cases surrounding such a launch focus on cost savings, the advantages of operational expenditure versus capital expense and the ability to leverage flexibility in scaling for shifts in call volume. The stronger case, however, may be found not in efficiency improvements, but in more effective customer care. A recent Volt Delta white paper examined this way of looking at the virtual contact center by answering six questions about the “New” virtual contact center and how more effective customer care can have a direct bearing on customer retention and differentiation. These impacts may present a more powerful argument for the consideration of a virtual contact center solution.

1.      What is a virtual contact center? The virtual contact center model is based on a third party maintaining the servers, telephony access, networking equipment and all associated hardware and software necessary to accept calls and route them to agents. Companies do not compromise control by moving hardware and software off-site and VoIP makes call transfers an efficient process. Essentially, any location with Internet access can become a contact center.

2.      What are the traditional benefits of a virtual contact center? The list of benefits has largely been led by cost savings and scalability, although a perceived lack of control has often overshadowed these benefits as a reason not to deploy. Other traditional benefits that have been realized include pay per use versus capital expense; scalability; rapid deployment; expertise and enhancements that can be leveraged; and the potential for site consolidation.

3.      What is NEW in the virtual contact center? The benefits listed above can certainly apply to the NEW virtual contact center model. The NEW for virtual contact centers today is that the defining characteristics are much broader and now include multi-channel communications; personalization; agent integrated voice self-service; outbound reach with inbound response; and CRM enrichment.

4.      Why do I need the NEW virtual contact center? The benefits that can be leveraged with the NEW contact center can enable new and more flexible customer contact solutions. You need to be able to meet customer expectations if you hope to protect your base and grow new revenue. The NEW virtual contact center can help you with your responsiveness, engagement, channel relevance, reach and agent effectiveness.

5.      How can I tell if a vendor can deliver the NEW virtual contact center? Vendors will often highlight the traditional benefits, but you want to also look for the NEW benefits. Key points you should look for include agents and automation; multi-channel support; inbound and outbound automation; scalability in and across channels; and international reach.

6.      Why do I need the NEW virtual contact center now? The core value of the NEW virtual contact center is based in the ability to deliver a more engaging and effective customer care experience. When you make this move you can enhance without capital investment; instantly gain resource flexibility; and identify a path for profitability.

There are tangible benefits you can realize with a new virtual contact center. By gaining answers to the six pertinent questions you are likely to have today, you will be better equipped to make the right decision on your next virtual contact center solution.