By definition, virtual call centers are call centers wherein the organization’s representatives are dispersed geographically, rather than being located at work stations in a building operated by the organization.
Employees of virtual call centers can be situated in groups in a number of smaller centers though most often they work from their own homes. Virtual call centers are effective arrangements for several employees.
From the organization’s standpoint, it can also be beneficial in terms of cutting the costs of housing and equipment, thus normally leading to lower employee turnover rates.
Benefits of the Virtual Call Centers
For starters, the virtual call center can provide the benefit of extended service hours. There are companies who are searching for 24-hour communications with the customer. With a virtual call center, it is easy to manage workers based on their time zones and work time preferences. Additionally, for some employees, this can include the offset hours of the day.
The benefit of recognizing productivity improvements is also existent. For several individuals, working from home is more comfortable and more productive than being in a sometimes noisy office environment. The virtual call center can provide a place of employment that both the employee and the employer can benefit from.
Nowadays, the latest trend in employment seems to be working from home. It is appealing for a number of workers and through virtual call centers, it is even possible. Virtual call centers remove the barrier of staying home to work allowing several employees from all over the globe to be utilized. Additionally, through the use of IP-based services, virtual call centers can be based anywhere in the world providing no geographical limitations.
Advantages of Virtual Call Centers
The final question would be, why should a company even consider setting up a virtual call center? There are several advantages to this kind of setup that uses the concept of telecommuting and combines it with top-notch networking technology.
Company would be glad to know that operating a virtual call center is less expensive and more cost-effective compared to running a center that is centrally-located. This can be for that reason that once the system is in place, the administration and coordination associated with running a large office is eliminated. Employees can obtain the right to work, meetings can get started in no time, and the overall energy can be devoted to the task at hand, thus providing excellent customer service.
Empowering call center agents through a virtual call center to work remotely from a location near their home lessens the time and energy agents use each day not working. This only means that agents can be more efficient and provide the company, they work for, more value. Additionally, virtual call centers allow companies efficiently stagger agents in diverse time zones to react to variations of call volume without having to synchronize several centers around the country.
To improve customer satisfaction and loyalty, it is important to know what the customers need. Normally, customers want to talk to call center agents who are helpful, knowledgeable and friendly. They also desire to have their questions addressed in a timely way, if possible through first call resolution. By helping ensure that the best agent to answer a given question is available, the company can guarantee that customer satisfaction will improve. Setting up a virtual call center provide companies a new level of flexibility to hire the best agents; those who have specialized knowledge or possible live in advantageous time zones.