Virtual call center solutions enable call center management to achieve many capabilities for improved operations and productivity efforts. However, there is one advantage that doesn’t receive its deserved attention amongst call center management—ability to manage agents and their activity remotely.
Usual discussions about virtual call center solutions’ tolerance for remote agent employment are common, but rarely are the benefits a manager reaps from implementing virtual call center solutions into their business talked about in detail. We know that managers are busier than the average employee; they have more responsibilities and need to often have access to things on-the-go. Managing a call center (most of which operate 24/7) requires full accessibility regardless of time, day, or location.
Virtual call center solutions provide a technology that gives managers the same full use of tools and functionalities as available on-premise. This cloud-based software allows managers to login and monitor live agent calls, access recordings from previous conversations, make changes to the accounts or system settings, and more all on an as-necessary basis.
These virtual call center solutions additionally serve as a perk when managers are unable to come into the office due to illness or travel. Now, if anything of high importance is requested by your agents or colleagues on your day off, appropriate access is given from within the comfort of your home, coffee shop, or really anywhere!
Solutions such as these provide for smoother operations internally, as well as better customer service experiences for callers.