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As people, businesses, and technology continue to evolve worldwide, so are contact centers. With customer expectations and needs on the rise, mobility is becoming increasingly essential and the virtual world is expanding. In light of some business conditions, the contact center is steadily evolving from a premise based system to a hosted IP solution.
A contact center, also known as a call center, is the central mode of communication between customers and a company so it is important that they be beneficial to both in every way.
For the companies who use them, the employees who work for them and the callers who call them, the application of the virtual contact center provides a host of benefits. For the stay at home mom, the disabled, the part-time worker, the company who needs longer service hours, and those looking to save money-- the virtual contact center is a viable option.
According to a white paper, "IP Hosted Solution is the Way of Future", by Kent Charugundla, Owner, EagleNet Families Group: "there are strong compelling financial and technical reasons why a number of call centers on the globe are now interested in the IP Hosted solution." He describes the call center's capability as being "underutilized" before the virtual contact center and says, "This underutilized capacity environment along with the advancement of technology has created the birth for the IP Hosted industry."
EagleACD, provider of virtual contact center solutions, offers unlimited capabilities to the global market—at no upfront cost—making the switch to a virtual contact center, a favorable one.
And incase you need further convincing, the following is a list of the Top 5 Benefits of a Virtual Contact Center.
1. Extended Service Hours
For companies who are looking to have 24 hour communications with customers, a virtual contact center makes it easy to manage workers based on their time zones, and work time preferences. For some workers this includes offset hours of the day.
2. Recognized Productivity Improvements
For many people, working from home is more comfortable and far more productive than being in a sometimes noisy office environment. For this type of person-- the virtual contact center provides a place of employment that both the employer and employee can benefit from.
3. Lower Employee Turnover
Employees of contact centers have a high turn over rate. Many times the hours and the stress associated with these types of jobs affect employee turnover. But with virtual contact centers, employees can be more flexible, not burn out so quickly and choose the job based on their liking not on location of the facility.
4. Eliminates the Need for Capital Investment
Much of the buzz in the industry today circles around outsourcing and the benefits it may or may not provide. Language and cultural barriers, customer satisfaction and labor rates all make the topic one to be discussed. With a virtual contact center there is no need of any capital investments and global talents can be used on a needed basis without capital investments for real estate and technology.
5. No Geographical Limitations
The latest trend in employment seems to be working from home. It is appealing to a lot of workers and with the virtual contact center, it is possible. A virtual contact center removes the 'staying home to work' barrier so that employees from all over the globe can be utilized and with IP based services, virtual contact centers can be based anywhere in the world.
For more on Virtual Contact Center Solutions please visit: www.eagleACD.com
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page
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