Virtual call center solutions are not only making its presence known among westernized countries, but also in regions across the globe, specifically the Middle East. Contact centers are moving toward the concept of all-in-one solutions which have enabled them to thrive due to the abundant benefits of implementing a hosted virtual call center to their contact center.
And although a hosted virtual call center reaps of cost and convenience advantages, it does propose a concern among interested contact center decision-makers in the Middle East.
1. Many are wary about the all-in-one imposters. Although a hosted virtual call center service provider may offer an array of services (ACD, IVR, PBX, etc.), it doesn’t necessarily mean that they are all developed on the same platform; thus creating an inconvenience as each interface, project, or functionality requires a contradicting action, support team, or administrative interface.
2. Many fear that an all-in-one solution means an all-at-once solution. This, however, is false. It is not only common, but understood that a contact center will already have one or multiple integrated systems implemented. Thus, the introduction of a hosted virtual call center can be transitional, allowing the customer to keep some products, while slowly migrating from the old to the new, more cohesive call center solutions.
The cost benefits associated with an all-in-one contact center solution are evident. Other than operating under multiple counterparts, savings can be sustained by reducing administrative overhead, power consumption costs, upgrade costs, system maintenance costs, not to mention the ability to better manage vender relationships (for only one contact center vendor now exists).
Virtual call center solutions are gaining global attention. Worldwide, contact center managers are finding that all-in-one solutions can serve as a helpful tool to create a more producitve and efficient call center.