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’ve put together a comparison guide that covers over 40 of the top call center software options, providing details on pricing, features, support, and integrations. If you want to save time and still make a great investment, this guide is a must read. more
A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts. more
There’s a very good chance that your contact center is underperforming. With consumer preferences continuously changing, strategies that were once effective now result in too many unsatisfied customers. Fixing this problem involves reviewing your current procedures and optimizing them to drive better results. more
Do you know that 40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next five years? This guide will outline the importance of call center analytics, and explore the many ways that analytics can help you improve your call center on every level. more
Technology is always improving to meet the needs and expectations of businesses and customers alike. To make sure you’re providing the service your customers require and deserve, it’s vital to use up-to-date software solutions that fully support your customer service needs and company expansion goals. more