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The Benefits of a Cloud-Based Virtual Call Center During COVID-19

Call Center, Cloud-Based, Virtual Call Center

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Author: Hannah Gardine

Everyone has heard the idea that artificial intelligence will be the leading workforce of
the future one day. While people aren’t turning to robotics quite yet, transitioning to a
virtual call center has become a reality for many — thanks to COVID-19. Managers are
now undertaking the challenge of maintaining operations remotely and finding that
things are better than expected.

COVID-19: Unexpected Changes

The COVID-19 pandemic has pushed call centers around the world to change how they
handle their agents and customers. It has upended different industries around the world,
forcing them to close their doors. As cases have been spiking up, call centers are forced
to look for reliable solutions.

When COVID-19 hit, most contact centers were unprepared to transition to the work
from home model (WFH). During the transition, it was difficult for managers and agents
to handle the stress of trying to replicate the necessary hardware and software. More
than ever, managers maintaining operations from this new model are beginning to see
the importance of a virtual call center.

Especially during this unprecedented time, turning to the virtual call center model is
ideal for contact centers to maximize performance and maintain efficiency.

Stress-Free and Easy Setup

A complicated setup that requires extensive hardware and software is not necessary
with TCN’s cloud-based software. The last thing managers should worry about is trying
to replicate equipment and risking a potential downfall in their abilities to serve
customers.

As managers are starting to quickly realize, this recent pandemic came with new
maintenance and customer service expectations. The setup required to begin using
TCN’s platform takes less than a day. A contact center has no reason to halt
performance — thanks to TCN’s structure.

The Push for Cost Efficiency

Due to COVID-19, there are increasing pressures to cut costs on all industries around
the world. Whether a call center needs IVR, a Predictive Dialer, or the capability to
handle inbound and outbound calls — TCN provides every feature with its affordable
model. TCN’s cloud-based platform is based on a pay-as-you-go basis and ensures that
managers stay cost-effective.

Transition for Home-Based Agents

Thirty-five percent of the customer experience (CX) workforce will WFH by 2023, up
from 5 percent in 2017. The virtual call center model is a strategy that has real
longevity. Fast Company predicts that remote work software, such as mobile work tools
and virtual reality conferencing, will soon become the preferred form of communication.

As with any change in business, problems will arise that will need to be assessed and
resolved. Some challenges that come from switching to the WFH model include a lack
of face-to-face interaction with agents and ensuring that they remain proactive. With the
right platform and KPIs, everyone is set up for success.

TCN clients use Agent Gateway through a web browser, which securely works with
agents — only requiring a computer, headset, and an internet connection. All aspects of
the stay-at-home model can be done through TCN’s cloud center platform.

Click here to watch our webinar to learn more about how to scale home-based agents
during COVID-19.

About the Author: Hannah Gardine


Hannah Gardine is currently working as a marketing intern at TCN, a leading provider of cloud-based call center software. She is earning her B.S. in Marketing at Dixie State University. Passionate about creative marketing strategy and digital marketing, she enjoys being able to collaborate with the team and help with all aspects of TCN’s marketing initiatives.