More than ever before, traditional and virtual call centers are being compared, identifying which is better for what type of business. Just as customer expectations have evolved, call center technology must too—and it has. Recent developments for virtual call centers support the idea that they do not make sense just for some businesses, rather they can (and presently do) support an array of businesses worldwide.
In fact, virtual call centers offer the following as advantages to business productivity, something traditional call centers cannot wholly claim.
- Remote Call Center Representatives
- Having the ability to employee remote call center representatives enables your business to save tremendously on labor costs. Additionally, if your business operates globally, employing agents from different regions of the world to support your customers’ language preferences gives you an immediate competitive advantage.
- Call center management must realize that emergency preparedness is vital. Disaster recovery is a virtual call center’s specialty; it allows for call routing, supporting an always on business.
- Speedy System Updates
- Upgrade requirements and updates can be set automatically with virtual call centers as all is controlled in the “cloud” (versus on actual hardware). These instant updates decrease delay in call center operations and allow for a customer-centric focus to take priority.
- Nonexistent/Reduced Infrastructure Expenses
- Virtual call centers do not require a physical preference, such as office buildings, nor do they call for excess hardware. In fact, a computer and Internet connection will suffice in supporting your entire operation.
- Flexible/Customized Solutions
- Some service providers will customize a call center solution fitting to your business’ needs. Additionally, as most businesses require multiple tools to effectively serve the complexity of their operations, those providers who use open source software offer an easy way to integrate new features with the old, shedding valuable time.