Virtual call centers are rapidly becoming the norm in customer service, and there are many reasons behind it. Businesses have found the benefits of moving to a virtual call center to be almost immediate, from price reductions to more productive agents. The top four reasons businesses move to a virtual call center include:
- Cost Reduction: Because virtual call centers don’t require physical locations or hardware, the cost of a virtual call center is much lower than a traditional, on-site system. Also, pricing is based on a per-call basis, rather than paying a flat fee for something that you’re not necessarily using all the time.
- Mobility: Virtual call centers allow agents to work from home, or while travelling. Rather than being chained to a desk, agents are able to receive phone calls no matter where they are.
- Higher Productivity: In virtual call centers, self-service portals and cloud IVR replace agents in handling the easier tasks, allowing agents to deal with the more difficult and time-consuming cases. Enhanced routing also allows the right agent to receive the call every time, reducing the need for agents to constantly transfer calls.
- Scalability: Virtual call centers allow call centers and businesses to continuously grow and expand, without the hassle of having to add more on-site hardware and more space.
As businesses with virtual call centers continue to raise customers’ expectations for service and speed, is your company getting left behind?