The virtual call center offers many compelling business benefits. Two of the most valuable are support for remote agents and the elimination of on-site equipment.
Virtual Call Center – Great for Remote Agents
With a traditional call center, your agents generally sit together in one office location. Calls arrive to an on-premise PBX through a private trunk, and agents receive calls on their desktop phone. Remote agents use dedicated lines or get calls forwarded through a gateway over the public switched telephone network. The dedicated lines are expensive, and maintaining the on-premise PBX and gateway require additional staff at your call center.
With a virtual call center, your cloud PBX and other equipment are hosted at your VoIP service provider’s data centers. Your local (corporate) agents connect to your cloud-hosted PBX over your internet connection. Strikingly, your remote agents connect the same way. No PBX equipment has to be maintained at the corporate office call center.
The low-cost for remote agents means that you can add agents to serve customers in any time zone. You can also add agents quickly to meet peak demands without having to “swing the queue” between one centralized call center and another.
Traditional Premise-Based PBX and Agents in Corporate Call Center
In the diagram shown following, call center agents work on-site in the corporate call center. Each agent has a computer and a phone, and receives inbound calls on a handset or headset. Remote agents are not shown, but if present, they’d be connecting to the corporate PBX by way of a dedicated line.
Virtual Call Center with Remote Agents Worldwide
In the diagram shown following, a portion of all call center agents work on-site in the corporate call center, connecting through the cloud to the virtual call center’s cloud-hosted PBX. Remote agents connect from anywhere in the world through the internet. There’s no PBX equipment on site at the corporate offices. Agents can receive VoIP calls through their desktop phones, or use a soft phone hosted on their desktop computers with a headset.
Virtual Call Center Has No Local PBX Equipment
The virtual call center hardware and software operate in data centers managed by your VoIP service provider. This means that there’s no PBX or switching equipment on your site, no extra servers to maintain, and no software to update periodically.
Software and security updates are applied and managed by your VoIP service provider. Your organization just buys the service that you need, month by month. Your virtual call center is delivered as a managed service so that you can focus on lead generation and conversion, as well as customer service.
Without the on site PBX and associated gear, you may be able to redirect one or more head counts away from PBX and server maintenance, and instead, send those resources into directly helping the campaigns or services provided by your virtual call center. Instead of just maintaining the PBX, your resources could be setting up call tracking, call recording, call forwarding, or other features your virtual call center provides. These could be used to help improve campaign targeting or reducing customer service wait times.
Virtual Call Center – Compelling Business Benefits
The virtual call center business benefits, like great support for remote agents and the elimination of on-site equipment, are making virtual call centers the industry standard for affordability, scalability, and scalability.