Many call centers still operate at a centralized site, yet the technology age allows companies to look at alternatives to meet increasing demands.
Instead of limiting a company to standard 9-to-5, full-time, centralized ways of working, virtual call centers allow for flexibility, and are becoming an increasingly growing trend for companies to improve their customer service.
When a call center operates out of one location, you are limited to only hiring agents that are able to commute to that location and can face high turnover, and a smaller pool of workers.
When a virtual call center is implemented, a bigger pool of highly skilled agents who work from their own home are more available on the fly with zero commute time, when you need them. This larger skill set among employees can improve first-call resolution, customer satisfaction, and agent morale.
With a virtual work force, you avoid call overload. A virtual call center allows for calls to be more evenly distributed among agents across a region, distributing the weight evenly with flexible call centre workers who can work on demand.
A larger pool of skill with a virtual team means a more manageable staff schedule and more home agents can be made available when needed. Employers can look at different agent competencies to schedule staff and route calls accordingly, ensuring customer needs are always met.
With a virtual call center, it is much easier for you to sign into a portal and schedule your team, or even better, have an outsourcing service handle it all for you. A virtual call center requires only one schedule, and the broader range of skills available greatly reduces the time and cost of scheduling.
A virtual call center means you can have agents around the globe, ready to assist local customers with their needs. This opportunity is known as a follow-the-sun contact center, and it eliminates the need for agents working overtime or anti-social hours, keeping employee morale high and customers happy.
Forget the weekly or even daily team meetings to review the functionality available to agents in the workforce. A cloud-based hosted solution makes the same functionality available to agents regardless of their location, meaning a consistent level of customer service and agent satisfaction can be achieved.
This complimentary resource is full of more tips to get your virtual call centre off the ground, saving you time, resources and your bottom line.
Talk to LiveXchange about our homeshoring solution, utilizing our secure, PCI-compliant USB stick for your virtual team, and staff up with our mobile workforce through ContractWorld.
Or call: 1-866-774-3456
Tracy Carter has helped many companies deploy and optimize their workforce with thousands of home agents, providing top quality remote brand ambassadors across the United States and Canada for Rogers, Today’s Shopping Choice, Xperigo, L’Oreal, ClubLink, Pizza Hut, KFC and many more.
With over 12 years of experience at LiveXchange in business process outsourcing services and homesourcing SaaS technology solutions, Tracy’s approach is to provide collaborative solutions with measurable revenue growth and operating cost savings – helping you grow your business with superior customer experiences!
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A remote contact center solutions company helping you grow your business and deliver customer service excellence. Our PCI certified home agent model and workforce management systems provide top quality outsourcing services, or the technology and tools to successfully develop and operate your own remote workforce.
With a 150,000 strong agent workforce, we specialize in recruiting and managing robust talent. Our remote enabling technology can reduce operating costs by 25% while increasing productivity results.