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.
Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more
The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more
Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more