Why a Virtual Contact Center May Not Be a Good Fit

With all the talk rambling through your industry surrounding cloud computing, you may have wondered if the virtual contact center is the right direction for your company. There are a few things that you need to examine before you can truly answer this question and develop a strategy for moving forward. First, do you want to streamline your contact center costs? Second, do you want the flexibility to employ anyone fitting your criteria, regardless of geographical location? Third, do you want to be able to streamline all contact center activities? And, finally, do you want to be able to create an environment in which your key players can thrive? If you can’t honestly answer yes to all of these questions, the virtual contact center may not be the best fit for you.

Avoid the Virtual Contact Center if You Don’t Want to Cut Costs

One of the constant pressures felt by all contact center managers is to reduce costs. So often, the contact center is viewed as one of those necessary evils within the company – it serves a purpose, but that purpose doesn’t generate revenue. While you know your contact center does help the bottom line, it isn’t your job to argue that point, but instead produce the most efficient and productive contact center possible. By moving to a virtual contact center, you can eliminate many of the costs involved with the traditional center. For instance, you can eliminate the data center, most of your support hardware, software purchases and even your phones. Virtual contact center employees can work from anywhere and do the same thing as your in-house agents, but for a much lower cost.

The Virtual Contact Center Can’t Help You Keep the Workers Local

There is much to be said for generating jobs in your local economy, but when it comes to the bottom line, you still have to do what is best for the company overall. If you implement a virtual contact center solution, you have the ability to employ agents from anywhere in the world. Can’t find the perfectly skilled or educated individuals in your own backyard? Take your recruiting methods beyond your geographic region and focus on areas where you can build a strong team. You will ultimately be able to reduce employee churn and deliver better customer experiences.

Keep Your Activities Separate: Don’t Select the Virtual Contact Center

Realistically speaking, you don’t have to implement a virtual contact center to streamline all of your activities, but why not take the leap if you are putting everything online anyway? When you leverage this platform, everything is managed through virtualized processes to give you the ultimate control overall processes, while creating an open environment for all of your employees. It is the best of both worlds.

Key Players Really Can Thrive in a Virtual Contact Center

There tend to be two schools of thought in the debate over the virtual contact center – either agents don’t want to be monitored or they want to be empowered. In reality, your key players who care about results want to be empowered. They want to know that you have faith in their capabilities and the virtual contact center platform is the perfect environment in which to make that happen. Yes, you’ll still want to have monitoring in place, but that would be true even if the agent is sitting right next to you. The key is to leverage the capabilities of the virtual contact center to make it work for you.

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