The word “cloud” has penetrated the virtual call center technology world significantly. Having the ability to downsize your call center and avoid costs while still operating efficiently and at full potential, speaks volumes about this widespread call center option. A hosted virtual call center presents many advantages, including:
- Ability to expand internationally without a physical presence
- Avoided downtime due to instant/automatic software updates
- Fast and easy deployment
- Reduction of associated costs
Although hosted virtual call center solutions are becoming ever so prevalent, concerns about security have been raised. As everything operates in the “cloud,” a hosted virtual call center is said to be more susceptible to hackers. As there may be some truth to this, those on the other side claim that security is in the hands of the call center workforce, not the cloud.
Nonetheless, a hosted virtual call center allows for the focus of your call center to be on the customer and not on issues associated with infrastructure or software. Traditional call center setups have a harder time achieving this, since hardware issues typically take longer to identify and resolve.
In conclusion, a hosted virtual call center can eliminate hacking threats as long as call center IT professionals monitor and best manage the system. With more benefit offerings than harm, switching or implementing a virtual hosted call center solution may just be the factor you have been searching.