Virtual Call Centers have effectively changed the game when it comes to staffing and maintaining an effective customer service response. By eliminating many of the geographic and expense restrictions that premise based call centers are hampered by, virtual call center operations allow for expanded service, more efficient call handling, and a new degree of flexibility in workforce size and responsiveness.
Among the biggest drain on call center operations in any industry is resource use and expense. If you staff a complete call center, yet have very few calls coming in, you wind up paying for employees regardless of the call volume (or lack thereof). Virtual contact center solutions allow for a workforce of varying sizes, one that is scalable depending on workload, and one that can adapt depending on actual call volume rather than perceived or projected need.
Virtual operation of call centers allows businesses to be more nimble, and therefore more cost effective, when it comes to seasonal spikes in traffic and even sudden surges in the volume of calls. By having a roster of at home, or at least off premise, customer service experts on call in case of need, your business is able to control personnel expenses to a greater degree while maintaining efficiency and call quality for your customers.
We want to make sure you have the freshest information possible, so we’ve updated that chart to reflect the state of the contact center market for Q2. more
If improving customer experience is important to you (it should be), then 2017 may be a good year to reevaluate the software you use for your contact center. With customer preferences shifting, the importance of an efficient contact center has never been higher. You cannot afford to simply focus on keeping costs low. Significant competitive advantages are available to businesses who manage this area effectively. more