Has Your Call Center Gone Virtual Yet?
November 06, 2012
By Robbie Pleasant
, TMCnet Contributor
If you work at a call center, you might have noticed that many are shifting to a virtual environment – and with good reason. Virtual call centers provide several distinct benefits that can improve business productivity. It’s important that call centers keep up with the changes in technology and customer expectations, and going virtual is the way to do it.
For starters, virtual call centers allow for remote representatives. That may seem like a minor thing, but there are quite a few ways in which a company can benefit from this. Spending is not only saved in labor costs, but it also preserved in not having to spend on gas and transportation costs, which means call center managers can cast their line into the sea of employees and reel in the best of them, regardless of location. Let’s also not forget that global businesses can benefit from hiring remote agents that speak the language of your customers from across the world.
As there is no need for a physical location or excessive amount of hardware, the infrastructure costs for a virtual call center are basically nil. Essentially, all you need is an Internet connection, and you’re all set. This comes with the added bonus of allowing for swift updates, since they can be set automatically and updated through the cloud, meaning less down time and more “helping customers” time.
Furthermore, going virtual is helpful in case of disaster. Should any one location experience an outage, the majority of virtual workers can and should be able to continue helping callers without an issue. Last week’s Hurricane Sandy should serve as a prime example of how every corner of the world is subject to the strength of natural disasters.
If those benefits aren’t enough, virtual call centers also serve as flexible solutions that can be customized to meet any business’ needs. Virtual call center providers tend to use open source software so that new features can be added easily, thus letting them always keep up with and adapt to changes in technology and one’s needs.
This is just a sampling of the benefits that come along with virtual call centers. As the virtualization movement grows, there are very few reasons left not to make the switch, given all that it can provide by helping boost productivity, security and savings.
Do yourself a favor and check out some reliable virtual call center solutions now by clicking here. (You can thank me later!)
Edited by Allison Boccamazzo