A historical look back at the Bureau of Labor Statistics in 2003 reveals that 19% of workers were doing some or all of their work at home. By 2018 that percentage had increased to nearly 24%. Even prior to the pandemic of 2020 that required the majority of businesses to shift to at-home working, more than 26 million Americans had already been working remotely at least part of the time. Now more than ever, businesses are looking to virtual call center technology as a way of ensuring future resiliency and adaptability to any emergency or natural disaster that could impact your contact center.
What is Virtual Call Center Software?
A cloud contact center deployment can allow agents and supervisors to be physically located in different locations – often including work-from-home agents. The technology making this possible includes browser-based agent and supervisor desktops and softphones. Agents simply need a computer and an 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.
1. 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.
2. Offer 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.
3. 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.
4. Reduce Overhead
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
5. Reduce Contact Center Costs and Improve Efficiency
Getting up and running may not cost as much as you imagine, in fact, there are major cost and time savings to be had. Without the need to purchase servers needed for the hardware-based solution, capital expenditures can be greatly reduced. Cost-saving can also be realized with the ability to scale up or down as needed without new hardware investments. Scalabilty combined with the flexibility of remote agents, can create a favorable situation for companies – even more so if your business experiences seasonal business cycles.
Learn more about the advantages of virtual call center software. Contact us today using the form on this page.