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The Pros and Cons of Having A Virtual Call Center

Pros Vs. Cons of A Virtual Call Center

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Author: Bryn Bergquist

Digital communications have changed drastically over the past few decades, shaping how businesses communicate. With all the technological advances and features that simplify customer care and the overall call center experience, virtual call centers have become more popular. But what are virtual call centers? It is a call center where the organization’s representatives are geographically dispersed rather than at workstations in one location. This makes communication easier between different time zones.

Then, what are the drawbacks of a virtual call center? Or rather, what are the benefits of a virtual call center? Although businesses already using a virtual call center will tell you that it is the only way to go, many are still in love with the technology that has brought them much success for decades and remain hesitant to make the switch. Virtual call centers have a lot to offer and have proven beneficial. However, for those still on the fence about switching over, let’s look at some of the pros and cons of a virtual call center.

Pros of a Virtual Call Center:

Call Center Agent Working From Home

1. Availability

One of the most beneficial and attractive features of a virtual call center is its ability to provide a nationwide network of agents available around the clock and even accommodate overflow demand or emergency staffing. Using tools like Workforce Management helps keep things organized with remote agents’ many different schedules and time zones. With this feature, your call center can prepare for predicted busy call times and staff accordingly — ensuring your customers get the service they need when needed.

2. Customer Satisfaction

Customer satisfaction is as essential as anything regarding a virtual call center. With virtual call centers, agents have everything they need to reach high service levels in helping customers meet their needs. With industry standards such as speed, knowledgeability among agents, and friendliness — to name a few — virtual call centers don’t skip a beat when performing and satisfying customers. Businesses can track customer patterns by making use of advanced data and analytics. By doing this, agent performance can be optimized to satisfy the customer even more.

3. Productivity

Virtual call center services help you find the best way to increase agent productivity. With agents working remotely more now than ever, the question is often asked, “Will there be a drop in team member productivity?” Although this is a valid question, recent studies have shown that although there can be more distractions at home, employees are just as productive, if not more productive, working remotely than in an office.

Cons of a Virtual Call Center:

Call Agents Working At Call Center

1. Loss of Control 

One of the biggest reasons companies and businesses are hesitant to move forward with a virtual call center is because they feel like they will lose complete control over communications taking place on behalf of their company. This is a valid concern, especially for those who have completely controlled all communications from day one. TCN is focused on ensuring the transition to virtual is seamless and easy by retaining as much control over your customer communications as you want. Thanks to data and analytic tracking tools, you can rest easy knowing that your agents communicate how you want them to.

2. Potential Connection or Technological Issues

In a virtual call center, agents must rely on their power source and connection to complete their jobs efficiently. Potential power outages or technological failures can always happen and could be an issue for some agents who may need to become more familiar with fixing these problems that arise. Usually, when something like this happens in an on-premise environment, IT helps resolve the issue immediately. With the rise in remote employees, some companies have played a more significant role in helping provide employees with what they need to combat these potential issues.

3. Less Communication Between Employees

Teamwork and collaboration are crucial to a company’s success. With agents working miles apart, it is even more difficult for employees to communicate. However, thanks to applications and software features such as Room 303, agents can remain in communication with one another.

Technology is constantly changing and improving in this new virtual day and age. At this rate, it’s important to 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.

About the Author: Bryn Bergquist


Bryn Bergquist is a Marketing Content Writer for TCN, a worldwide, cloud-based call center platform. Recently graduated from Brigham Young University-Idaho, Bryn received her B.S. degree in Interdisciplinary Studies with a concentration in Creative Writing and a minor in Communications. Outside of work, Bryn enjoys being outside, reading and writing. She is currently finishing up the work of her self-published poetry collection, all the thoughts i wish i could say out loud.