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Companies and Employees Benefit From Virtual Call Centers

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Author: TCN

Virtual call centers are changing the business landscape by providing call center teams the opportunity to work without geographic limitations. The virtual call center model benefits employees and companies in a number of ways – they can save you money and make your telephone campaigns more effective and efficient. With call centers, you can utilize the benefits of having strictly trained professionals handling all of your call center needs.

Virtual call centers are allowing teams to be made up of employees from several locations. The infrastructure of the call center is virtual; existing in the cloud, there is no need for teams to exist together in a physical office. This creates a new market for people wishing to work from home and creates a large pool of potential team members waiting to be recruited.

Employers stand to benefit from virtual call centers for a number of reasons. With a completely virtual team, all connected to the system via the cloud, office space costs can be greatly reduced. Since team members can all be telecommuters, computer equipment is therefore furnished by the employees themselves rather than the company. All of this leads to lower expenses and more black ink on the bottom line.

TCN’s Virtual Call Center structure allows companies to maintain a call center field while in fact agents can be located anywhere in the world, needing only a computer and a headset to take calls. Adding new agents to the system is a breeze, and can be accomplished quickly to ensure your campaign continues to run at peak performance.

All of this is accomplished via the Agent Gateway, which allows your Agents to view information about the party they are calling. Any additional information or notes can be input into the customer information screen and saved into TCN’s system. A different agent at a completely different location can access the information again. This is the beauty of cloud-based virtual call centers at work.

Having agents spread out across various regions may lead to companies becoming concerned about productivity and efficiency. Without direct supervision, how do you know if your agents are making the most of their time? TCN’s Virtual Call Center contains all of the tools you need to track agent efficiency, on a daily or weekly basis. You will be able to see what peak production times are, identify your most productive agents and isolate potential problem agents.

Cost-efficiency, productivity and ease-of-use are the cornerstone of TCN’s virtual call center technology.


Virtual Call Centers

About the Author: TCN

TCN is a global provider of a comprehensive, cloud-based call center platform for enterprises, contact centers, business process outsourcing firms (BPOs) and collection agencies. Founded in 1999, TCN combines a deep understanding of the needs of call centers with a unique approach to pricing – no contracts, monthly minimums or maintenance fees – that supports rapid scaling and instant flexibility to changing business needs. TCN’s contact center platform, TCN Operator, features a holistic set of easy-to-use, automated agent tools and advanced apps for omnichannel communications, workforce engagement, compliance & data management, integration & automation, intelligence, reporting & analytics and collaboration & accessibility. TCN is trusted by Fortune 500 companies and enterprises of all sizes in multiple industries in many countries.