Regardless of our technology advancements, especially those in the last twenty years, the idea of phoning a support agent when experiencing an issue has not and is not going anywhere—at least for now. One would think that with options such as email, web self-service, web chat, and automated conversation systems, the phone would rank last in popularity.
Ironically, according to a recently published article by Zendesk Nation, Love ‘Em or Hate ‘Em, Call Centers Are Here to Stay, call center support still remains as the most preferred method of customer service interaction by consumers across multiple industries. In fact, as per Zendesk Nation’s article, 79% of consumers still prefer a phone conversation with a live agent, which in turn supports the decisions made by 72% of companies who still employ phone as their primary support channel.
Although technology hasn’t completely pulled us away from the idea of live agents sitting in cubicles and answering phone calls all day, it has contributed to introducing huge advancements that were only dreamed of before, a hosted virtual call center being one of them.
A hosted virtual call center is one in which operates in the “cloud.” It still offers the same functionality capabilities of a traditional call center, plus more! With only a computer (and sometimes a phone) being the necessary hardware, a hosted virtual call center operates with simplicity but reliability. Call centers are also given the opportunity to employ agents remotely, cutting down on costs in yet another area.
A hosted virtual call center continues to provide call features that help increase call center productivity so that agents are able to provide good customer service.
The major advantages of a hosted virtual call center is that businesses are able to:
- Decrease costs by eliminating excess hardware
- Employ remote works and save on overhead and infrastructure expenses
- Have access to the international market without relocating physically