According to the Bureau of Labor Statistics, in 2003, 19% of workers were doing some or all of their work at home. By 2015 that percentage increased to 24%. When you consider that 68% of U.S. workers say they expect to work remotely in the future, and the advancement of virtual call center technology, now is the time tap into the work-from-home movement to staff your contact center.
Virtual Call Center: \ˈvər-chə-wəl ˈkȯl ˈsen-tər\
cloud-based contact center deployment that allows agents and supervisors to be physically located in different locations – often including work-at-home agents. The technology making this possible includes web-based agent and supervisor desktops and softphones. Agents simply need a computer and internet connection to start working. Virtual call centers provide an appealing arrangement for employees, often offering flexible hours, no dress code or commute.
There are multiple advantages associated with virtual call centers. The following five benefits can help you better understand if this is the right option for your organization.
Hire the Right Agents
Finding the right people to staff your contact center can be a challenge. A virtual call center increases the candidate pool by removing geographical limitations. It’s easier than ever to hire the best person for the job regardless of where they live.
Around the Clock Customer Service
When agents are dispersed across multiple time zones, scheduling is easier and creates less of a burden to provide around-the-clock customer support.
Maintain Service Levels
If your call center has an uptime service level agreement (SLA), virtual call centers offer built-in continuity. The process of maintaining service levels are streamlined with a team working across a wide region – even when you’re experiencing a network outage or facing a natural disaster.
Agents working remotely means organizations can reduce the size of their traditional call center. Less space to maintain means a reduction in overhead costs. Other cost benefits include reducing employee turnover. In fact, a study published by Stanford University found that when remote options are offered, job attrition rates fell by over 50 percent
Contact Center Costs and Time Savings
Getting up and running may not cost as much as you imagine, in fact, there are major cost and time savings to be had. Unlike the days or weeks it takes to configure a hardware-based solution, cloud deployments takes just minutes. Additionally, without the need to purchase servers needed for the hardware-based solution, capital expenditures are greatly reduced. Cost-saving can also be recognized with the ability to scale-up or down as needed without the need to invest in new hardware. Scalabilty combined with the flexibility of remote agents, can create a favorable situation for companies – Even more so if the business experiences seasonal business cycles.
Learn more about the advantages behind virtual call center software visit www.aspect.com