Why You Should Consider a Virtual Call Center?


Of all the buzzwords floating about these days in the telecommunications industry, one of the most important is “virtualization.”  A growing trend in call centers over the past few years has been the move toward more use of a virtual call center to cut costs and to drive sales and customer service. 

There are many different benefits that a virtual call center can bring to a business.  For companies that have operated an in-house call center and are looking to expand operations around the world, a call center that can recognize and cater to different cultures and operate in a number of different time zones is crucial to success.

A virtual call center is not owned or operated by the company using its services.  The virtual call center provider typically hosts several companies on its equipment that pay a monthly fee for the service.  Many of these hosted virtual call centers deliver their services via cloud computing or software-as-a-service (SaaS) business models, making it a cost effective solution for companies of all sizes.

With virtual call center software, employees are no longer restrained by geographic location.  Barriers and walls that existed in years past are no longer an issue with virtualization of the call center.  Modern data encryption and secure transmission methods ensure that data passed between locations is safe and secure from all prying eyes and Internet thieves.  Technology, such as high availability internet protocol (IP) networks, makes virtual networks reliable and secure today and provide the platform for a virtual call center.  Virtualization allows an offsite virtual call center to operate at the same capacity as, or as high as, a traditional onsite call center.

A virtual call center can be located anywhere that there is the expertise and manpower available to run the operation.  Some states offer tax breaks to businesses operating within their jurisdiction making them attractive options for virtual call centers.  Modern technology allows the virtual call center to be located anywhere in the world, and in the past two decades, India, the Philippines, and some Eastern European countries have emerged as leaders in this field offering high levels of service at low costs.

Before making the move to a virtual call center, a company needs to ensure that their business model can support this platform.  Without the proper expertize and tools in place, the initiative will not be successful and many business opportunities could be lost forever.

Companies that have a large volume of inbound and outbound calls outside normal business hours are perfect candidates for a virtual call center.  Small to medium-sized businesses that lack the capital to invest in the expensive hardware and software solutions required to host a call center are also well-suited for the service.  Companies that sell products worldwide can also benefit from outsourcing customer support to a virtual call center with multi-language capabilities.  Those call centers have staff members who are fluent in a number of languages, to ensure customers can get the information they need when they need it and in a language that they can understand.

Virtual call centers are gaining in popularity, and companies wanting to keep pace in a global economy are jumping on board.

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