When you think about a traditional call center, you likely envision the standard setup of rowed cubicles and agents. Virtual call center software has totally changed that image, effectively removing the “center” from call center while giving SMBs more control over their hiring process and budget.
By giving agents a platform accessible with any Internet-ready PC, the pool of potential workers increases dramatically. Suddenly skilled professionals previously outside a commutable distance from your office can be incorporated into a workforce with as little as a login ID and password.
Especially in industries such as insurance, health, or technical support, where an agent’s mastery of call center technology is secondary to their understanding of the subject matter, being able to locate skilled workers is mission critical. The decreased reliance on the local workforce allows companies to find the agents they need regardless of distance. This results in more knowledgeable staff and happier customers.
Companies like Contactual (News - Alert) offer virtual call center software that can quickly empower business, providing all off the amenities previously available only in premised based appliances. Because adoption of the platform does not require any hardware installation the initial investment is much more manageable that with a premise based solution. This makes the service perfect for the SMB market, a segment generally in need of power but with less money to spend at that get go.
Being able to cut costs while simultaneously expanding the area you can hire from is a boon to SMBs trying to make a name for themselves in tough economic conditions. Both benefits are an immediate ROI from a virtual call center solution, making the technology worthy of a look for any business that needs call center support on a budget.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.
Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.
Edited by Juliana Kenny