Why a Virtual Contact Center is a Better Choice for your Business


Just as many companies have discovered the value and cost savings of virtualization in computer hardware, many are now applying the same concepts to other parts of the business.  In a global marketplace, many more companies worldwide are recognized the potential of outsourcing as a way to stay competitive.  Thus, in an effort to cut costs while maintaining the best possible service levels, many companies are turning to a virtual call center for customer support.

A virtual contact center is hosted by a third party vendor off site, away from the premises of the company that is contracting the service.  The outsourced service can be engaged under a subscription-based or monthly fee business model with a vendor that owns all of the system telephony equipment and other hardware.  Any of the company’s on-site staff can connect to the vendor’s virtual control center software through traditional phone lines or using voice over internet protocol (VoIP) technology.  Calls to or from prospective clients originate from and are terminated at the virtual call center rather than the traditional on-site company call center.  Vendor hardware and telephony equipment then connect calls to the subscriber’s staff.

A large and growing numbers of vendors offering these services are based out of India, Eastern Europe, South America, and Africa.  With large and educated work forces, more countries are vying for work in the information technology and service fields.  And with a lower cost of living than exists in the United States, firms in these countries can bring a qualified work force to the table at a fraction of the cost of in-house call centers.  Recently, a number of American vendors have entered the market with innovative solutions featuring integrated customer resource management (CRM) software because of perceived backlash against non-English-speaking customer service reps and the loss of American jobs to offshore companies.

Virtual contact software providers have solutions for businesses of all shapes and sizes.  For a small to medium-sized business, a cloud-based software-as-a-service (SaaS) virtual contact center may be the best solution because it typically costs much less than a real-time hosted contact center.  SAP, Oracle, and Microsoft have enterprise-wide CRM and enterprise resource planning (ERP) software packages with the latest technological innovations for large corporations.

A significant reduction in operating expenses is just one of the reasons a virtual contact center is the right solution for many businesses.  Declining in-house capabilities, rising customer demand for multiple support channels, and a significant improvement in performance by service providers make a virtual contact center a viable business solution.  It’s the ideal choice for businesses that are outgrowing their current hardware and software capabilities and lack the capital required to upgrade facilities.  Growing acceptance of outsourcing at the executive level is also driving innovation and service options in virtual contact centers.  Today’s virtual contact center can handle in-bound and out-bound calls, as well as hybrids, and are proven to deliver better customer service.

A virtual contact center is an excellent choice for businesses of all sizes and some of the newest CSS solutions on the market include viral marketing capabilities that utilize Facebook and other social networking sites for added value.   The solutions can allow companies to get the most out of their customer service process with the least possible investment in capital and human resources.

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