Virtual Call Center: The New Leading Edge Advancement

virtual call center, work from home

Sep 08, 2020

Posted In: Cloud Call Center Software Author: Marie Christenson

Being connected with others is important now, more than ever. From emails and phones to texts and video chat, technology has made it possible to connect with people anywhere and anytime. Contact centers are not excluded from the technology trend. Having a virtual call center makes it possible to perform everyday operations from everywhere. Agents are connected throughout different locations and are able to seamlessly work as a team with work-from-home (WFH) coworkers thanks to the internet.

The benefits that come with having a virtual call center strongly outweigh those of a traditional contact center. Learn more about why a virtual call center is the new leading-edge advancement.

Goodbye On-Premise Setup, Hello Increased Efficiency

Standard call centers come with real estate costs and higher turnover rates. Being confined within office walls also makes it more difficult to scale your staff according to your needs. If you suddenly need to hire more agents, you need a bigger office. This can be time-consuming and very limiting for a growing business.

Transitioning to a virtual call center enables you to lower your organization’s turnover rates. Employees can continue to work whether they are moving to a different town, or their babysitter cancels for the day. More and more companies are recognizing the benefits of having a virtual call center, even Amazon offers virtual contact center positions now.

Take a look at some of the comparisons we’ve made between on-premise and virtual call centers.

On-Premise
Agents handle calls in the office.
Virtual
Agents can handle calls in the office, at home, on the road, from anywhere.

_______________________________

On-Premise
Teams are structured through each separate location and phone lines.
Virtual
Teams are structured through Automatic Call Distribution (ACD) and digital categories.

_______________________________

On-Premise
Hiring and scaling for the company is minimal, with little change.
Virtual
Hiring and scaling for the company is flexible, allowing for easy growth or downsizing.

_______________________________

On-Premise
Managers and agents coordinate through in-person collaboration and meetings.
Virtual
Managers and agents coordinate through virtual conferencing and digital communication tools.

Cut Down Costs

A virtual contact center eliminates many of the costs associated with having a traditional set up. Enjoy lowering your office real estate expenses without downsizing your company. With more agents working remotely, you can operate out of a smaller home-base space while maintaining high-functionality.

Increase Agent Satisfaction

Providing agents with the flexibility and trust that comes with being able to work remotely helps increase agent satisfaction. Having happy employees often boosts productivity because agents don’t get burnt out as easily when they feel valued.

Increase Customer Satisfaction

With the ACD, your customers will get connected with the correct agent that can help best — no matter where they are located. Using omnichannel features, agents can quickly and easily communicate with customers through a number of channels such as SMS or Email. Offering multiple ways for customers to get the assistance they need, provides more opportunities to exceed their expectations and increase satisfaction.

Bottom Line

To maintain a modern contact center, you must keep up with the industry advancements. Virtual is becoming the new normal in the call center world. Transitioning to a virtual call center puts your organization ahead of others while benefiting everyone overall. In a day and age where everything is constantly changing, it’s important to be prepared for whatever comes your way.

From an unexpected surge in calls that requires more agents quickly, to a worldwide pandemic that prevents employees from working in the office, implementing virtual features allows for on-the-fly changes to your contact center operations.

See how TCN’s cloud-based software can help you have the best virtual call center experience possible. Request a demo today.

About the Author: Marie Christenson

Marie Christenson is the Content Writer and Strategist for TCN, a worldwide leading provider of cloud-based call center technology. Being the voice behind the screen, Marie spends her days carefully curating TCN content including company blogs, campaigns, and social media. Since earning a B.S. in Strategic Communications & Marketing from Southern Utah University in 2020, Marie has enjoyed having the opportunity to share her ideas and creativity with TCN.