Virtual Call Center: A Good Alternative To Traditional Call Centers

In today’s economy, customer service and satisfaction have become a primary concern for businesses. Consumers are now considering not only the product but the company itself and how it deals with its customers and even its standpoints in society issues. As it is, the need for call centers have increased as companies are more than eager to provide customers with a convenient way of communication.

What is a Call Center?

A call center is basically a group of people who receive or make calls with a given goal or purpose. The purpose is not restricted to commercial purposes. Call centers can be used for purposes such as inbound and outbound customer service and support, receiving inbound inquiries, telemarketing or outbound sales calling, conducting surveys, informing existing customers of new services and products, and connecting and assisting employees.

Aside from the above uses, call centers are also employed by non-profit organizations, emergency personnel and hospitals, and other parties to manage call flows. Call centers are used to ensure that urgent calls are attended in a timely manner and directed or routed to the proper group. One example is when one dials 911. 911 calls are handled by call centers. The call center employee gathers the needed information and then dispatches this information to the appropriate group that can assist with the emergency at the fastest possible time.

What is a Virtual Call Center then?

A virtual call center then is a call center in essence but with key differences. One is decentralization of the work. A traditional call center has its employees work in one location whereas a virtual call center doesn’€™t. A virtual call center configuration allows staff to work from any physical location. This means the staff can work together in a small group or even work from home.

Virtual call centers usually make use of a cloud system that is designed to identify the caller’€™s specifics like location and routes them to the appropriate group for handling. This system is much like an IVR system on a toll free number. A cloud system however is automatic and more perceptive than a regular IVR system.

Advantages of Virtual Call Centers

The biggest benefit of a virtual call center would be reduced costs and increased savings. In a traditional call center, the company would have to purchase or rent a location, purchase and install the needed equipment and systems, pay for electricity consumption and maintenance of the equipment and systems. A virtual call center eliminates many of these costs. There is no difference in the capability and features between the two. Call center phones using virtual call center concept will actually give you more features, and even faster response.

The need to purchase or rent a location is eliminated as well as the purchase of equipment and systems. The business will save on rent, procurement and installation costs that would have been incurred in a traditional call center setup.

Another advantage is manager control. Although management is effective physically, a virtual call center setup does not diminish this even. Virtual configuration has applications and software that allows management to track their staff and communicate with them as they would do in a physical setting. Reports can also be produced to ensure that the staff performs as desired. Reports such as average hold time, average handle time, number of calls offered and answered, and many more.

Another advantage is ease of call management and change. Administrators and managers are able to change the call flow with the help of applications and software.