Virtual Call Center: Make Sure Your Business Doesn’t Fail


What platform have you implemented to deliver a satisfactory level of customer satisfaction and support? Have you been running a traditional, brick and mortar call center, housing a full staff of qualified call center agents? Have you implemented a platform that allows you to set up remote agents all over the world? Or, have you decided that all customer inquiries can simply land on an answering service, never to be returned? If yours is like thousands of businesses in operation today, you have recognized the virtues of the virtual call center. Be warned, however, that it isn’t as simple as deciding to go this route and poorly executed strategies – or a complete lack of strategy – can ensure your business fails.

The Virtual Call Center – Are You Ready?

Believe it or not, there are certain environments that are not conducive to launching a virtual call center. While such environments can settle on particular industries, what tends to be the driving factor is the culture of the business itself. If you haven’t spent much time investigating the virtual call center, one thing you must know before you go any further: the virtual call center model demands an environment void of micromanaging. If you can’t handle allowing agents to make decisions or empowering any of your employees to move a process forward, the virtual call center could be disastrous for you. This is not to say that there aren’t software platforms available so you know when virtual agents are logged in, on the phone and interacting with clients, as the market has a full range of solutions available. A tendency to micromanage, unfortunately, is a cultural problem and one that cannot be fixed with new software.

Virtual Call Center – Worried About Performance?

Even if there is not a culture of micromanaging within your call center, you may still like to keep tabs on the performance of your agents. And, if this is part of your job, you have every right to do so. Do not fall under the assumption that agents working in a virtual call center become lazy or falter in performance simply because you cannot physically see them. Everything that you monitor with your agents now, you can monitor in a virtual call center. And, surprisingly, companies have found time and again, that virtual agents perform better than on-premise agents. Why? For one thing, a virtual call center platform empowers you to hire anyone, regardless of geographic location. So, you can set your standards higher and hire only those individuals who can live up to your expectations. Also, the individuals you trust to work in a virtual environment know that you have put faith in them and will perform accordingly. While this isn’t a hard and fast rule, it is one that helps to drive performance in the virtual call center.

Baby Steps to the Virtual Call Center

If you are still unsure about whether or not you should make the leap to the virtual call center platform; the great thing about this option is that you can take baby steps to try it out. You aren’t building a large infrastructure, so you can launch with a few virtual call center agents to see if it works. If it does, continue with the baby step method to get to the level that feels right to you and then drive the benefits home.

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