Over the last several years, more companies have been making the transition from on-premise call centers to virtual call centers as a way to improve their business without relying on overseas services.
Although there are challenges that businesses are faced with when making the transition to virtual call center software, the benefits that come with this transition far outweigh the challenges and as a result legacy system providers have been having an increasingly difficult time retaining business. What’s the reason for the surge in virtual call center software? Here are the top advantages of making the switch from an on-premise call center to a virtual call center:
Because a standard call center requires complex equipment to manage and run it, the cost of operating an on-premise call center is a considerably large sum. With virtual call centers though, a business can run and manage it’s entire call center without having to purchase any equipment, because it’s hosted in the cloud.
Also, many virtual call center software providers come with built-in IT support, so there is no need to pay for an in-house IT staff.
Cloud-based call center providers are responsible for managing their own system, so there is no cost to upgrade or repair any systems as well.
Higher Customer Satisfaction
Another advantage to switching to a virtual call center is improved customer service. Cloud-based technology enables virtual call center agents to be able to answer questions quicker, because of the broad amount of customer data that can be accessed by agents at anytime. This helps agents to better solve customer issues and improves response time.
Also, virtual call center software providers tend to take data security very seriously, so businesses who have virtual call centers are able to offer greater security to their customers than that of standard, on-premise call centers.
A virtual call center uses software that is packed with automated features such as time routing, auto-dialers, monitoring tools, prioritization, and call route matrices. All of these features work with key performance indicators to measure the productivity rate of every agent in a virtual call center and gives live, real-time feedback on how well a remote customer service agent is performing.
Ability to Hire Remote agents
The cost to house all call center representatives in one location can be high. With a virtual call center though, a business has the ability to hire remote agents and manage a call center with personnel in different geographical locations.
In addition, businesses who have a virtual call center have the benefit of being able to choose more highly-qualified, experienced agents, because they can search nationwide for candidates.
Provide Service to Customers in Every Timezone
With the ability to hire employees from all over the world, businesses who have virtual call centers are better prepared to offer service to customers worldwide in all time-zones and different cultures 24-hours a day, 7 days a week.
This gives customers the ability to easily call businesses at their convenience, and businesses the ability to offer professional and experienced inbound call center service to all customers worldwide.
Less Employee Turnover
Because of the convenience that working for a virtual call center offers, there are lower employee turnover rates compared to on-premise call centers.
Remote employees have the advantage of working in a stress-free environment daily. They don’t have to deal with commuting to work or deal with loud noises and distractions that can occur in an office, especially during the busiest hours of the day when call volumes are particularly high.
As a result of the benefits that come from using virtual call center software, businesses who run virtual call centers have the ability to manage inbound communications more efficiently using valuable customer support tools at a lower cost, which makes the transition from an on-premise call center a valuable one.