Virtual call center solutions make the idea of home-based customer service agents possible. In fact, many industries are finding that the traditional brick-and-mortar call center environment is too expensive to maintain and manage. As a result, home-based agents are becoming the ideal alternative. Virtual agents are helping numerous industries cut costs as well as introduce a bigger pool of qualified representatives.
With the force of virtual call center solutions, businesses can save with decreased costs associated with facility rent, property taxes, utilities, and even salary, when employing agents to work from home. Reduced compensation relates to the trade for employee benefits of working from home, avoiding travel expenses and wardrobe costs, a balanced work and private life, etc.
Many are skeptical of hiring at-home employees due to the limited managing accessibility. Conveniently so, virtual call center solutions can put that fear to bed. With sophisticated system features for managers only, agents, regardless of their location, can be recorded and evaluated. In fact, one can even listen in on calls in real-time.
Virtual call center solutions also help create more flexibility and scalability within your actual or virtual call center. According to one study, the following proved to hold true:
On the scalability side, companies utilizing at-home agents have been able to rapidly ramp large programs 75% faster, as there is no need to acquire and build out new facilities. On the flexibility side, home-based professionals can be scheduled in 15-minute intervals and staffing levels can be adjusted in real-time to accurately match changing call volumes. In many instances, virtual centers have proven to be 30-40% more efficient compared to brick-and-mortar operation.