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virtual call center

5 Benefits of Having a Virtual Call Center

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Marie Christenson

Lead Content Writer

Virtual is becoming the new black, out with the old and in with the new. Everything is progressing and adapting to the virtual world. From online dating to virtual doctor appointments, it’s no surprise that the call center industry is also moving in the same direction.

Cloud-based call center solutions are changing the name of the game and making virtual call centers a possibility now more than ever. With the cloud, a secure internet connection is all a virtual call center needs to operate smoothly. 

Having a virtual contact center comes with numerous benefits for agents, managers, and customers. Take a look at a few…

Agent Productivity Reaches New Levels

Call centers are always on the lookout for the best ways to increase agent efficiency. When it comes to working from home, the question is often raised, “Will there be a drop in employee productivity?” A fair question, however, a recent study has shown that although there can be more distractions at home, employees are more productive working remotely than in the office.

This could be due to a number of factors such as reduced stress from commuting to the office, increased comfort being in a familiar environment, or the sense of higher responsibility to stay on-task and productive.

Extreme Flexibility and Scalability

Having a virtual call center means you can easily scale your organization up or down. Adding more agents doesn’t require a new desk, office space, etc. Instead, your team can work virtually and have the room to change as necessary — whether you need 10 agents or 100.

Cloud-based software also makes scaling your call center easy and seamless. Encountering annual busy seasons or an unexpected issue can be stressful enough without having to worry about adjusting staffing to handle the situation. A virtual contact center can quickly make these changes with the right cloud-based software.

Operations Without Borders

One of the significant benefits of having a virtual call center is that you are not bound by location restrictions. With a contact center that exists virtually, an organization does not have to have a concrete office location. Agents can work from any location and the organization can operate across the globe. Hiring remote employees increases the selection of applicants and helps provide better customer service.

The Best of the Best Customer Service

Speaking of customer service, having agents work across different cities, states, and countries expands the amount of customers and time zones that can be served. Additionally, with a predictive dialer, calls can easily be directed to the agent that has the skills and background to best meet the customer’s needs. 

Cloud-Based Insights and Training

With cloud-based call center software, you can gain extraordinary insights about your organization and agent performance. Tools such as business intelligence and speech analytics open the door to improving agent efficiency and allows you to easily identify areas in need of improvement for each individual employee. No matter where agents and managers are located, effective communication can instantly occur through internal chat applications to answer questions and further agent training. 

In the virtual age, technology is always changing and improving. At this rate, it’s important to always keep your call center up-to-date with trends to keep up with the industry. Find out how TCN can help keep your virtual call center at the top, request a demo today

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