The Virtual Contact Center has become important for its ability to provide organizations with significant benefits in not only cost savings but also, as more and more businesses become aware of their environmental impact and responsibilities, the virtual contact is also helping organizations go green.

 

The virtual contact center, which supports the home agent model, is web-based and makes it possible to access and utilize tools and reports from any location where there is an Internet connection.

 

By supporting the home agent model, the virtual contact center is able to attract a broader, more educated labor pool that better serves their customers.

 

Also, the virtual contact center can allow organizations to extend their service hours and offer improved customer service levels as callers are better able to reach agents and are connected directly to agents who can assist them with their needs quickly and efficiently.

 

Aside from these abilities, the virtual contact center becomes important to organizations looking to go green as the agents they employ are home, not commuting and releasing more carbon emissions or using electricity, fuel or other costly elements of a brick and mortar establishment.

 

By reducing the organizations carbon footprint, the virtual contact center has huge benefits on the environment including a significantly reduced carbon footprint and removing pollution from the air.

According to a survey conducted by Softlab, 44 percent of those surveyed, senior managers and executives, plan to go green in their contact center within the next 12 months and a further 20 percent in the next three years, indicating that green issues will likely have an impact on purchasing decisions in the near future.