How the Virtual Call Center Creates Happy Agents
September 04, 2013
By Susan J. Campbell
, TMCnet Contributing Editor
Searching for ways to cut costs is often a consistent activity within today’s companies. We want to do more with less and we have bigger shoes to fill in the eyes of the customer base. How do you balance an improved experience with a tighter budget? One answer is in the virtual call center.
For years, companies focused on outsourcing as a viable option to reduce the cost of supporting the customer base. In fact, there was one dark spot in the history of the industry where so many jobs were outsourced overseas that there was a public outcry. Companies listened when consumers spoke and they searched for other means to keep costs down.
The virtual call center provides the perfect opportunity to do both, providing companies with the means to still provide customers with the information they need, when they need it, while also keeping jobs on U.S. soil. Plus, for those who don’t want the cost of building the brick and mortar location, the virtual center still provides the impression that one exists.
So popular is this model that it continues to proliferate throughout the industry. With the help of hosted services and managed services providers, companies can put their best customer service foot forward, with very little investment. Plus, this model allows the call center to scale up or down according to the needs of the organization.
As highlighted in a recent Avoxi post, the virtual call center offers a powerful cost model designed perfectly for the small business. Offered on a platform that can almost instantly scale, the larger business can find access to the customer care they need as well. In fact, research published recently by Frost & Sullivan (News - Alert) shows that contact centers with more than 500 seats represent the fastest growing segment for hosted services.
One of the reasons the demand for the virtual call center has grown so much in the past year has been the popularity of the business model – it allows agents to work from home. This eliminated those geographical boundaries that existed with the brick and mortar operation and created opportunities for highly skilled individuals who wanted a flexible work environment.
This model also allowed the company behind the virtual center to reduce the cost of operations and improve customer service at the same time. With hosted solutions, agents have access to the functionality and features that were once economically out of reach. As a result, they can more efficiently handle the customer interaction and ensure a happy agent on the other end.