Traditionally, call centers have consisted of large rooms filled with cubicles and dozens of representatives talking over one another. However, the rise of remote work has led to the creation of virtual call centers (VCCs). But what is a virtual call center, exactly? And more importantly, what are the advantages of virtual call centers?
What Is a Virtual Call Center?
A virtual call center provides all the same services as a centralized call center, with one key difference: representatives work from home or off-site locations. A VCC can provide inbound and outbound services to a single organization. Alternatively, a virtual call center may offer outsourced solutions for multiple businesses.
Taking your call center virtual can help you provide higher quality support to your customers while simultaneously enhancing the work experience for your team. Think of VCCs as a true win-win proposition.
How Does a Virtual Call Center Work?
Virtual call centers typically rely on voiceover internet protocol (VoIP) communications infrastructure and cloud-based software. This technology allows them to connect remote agents with customers.
Some organizations use virtual call center platforms to support their decentralized support processes. This software allows employees to complete their support responsibilities from anywhere in the world as long as they’ve got reliable internet.
From the customer’s point of view, VCCs work just like physical call centers. When they send an email, submit a support ticket, or call the customer service line, the software will route them to a support agent. The interaction is then tracked and managed through the VCC software, which results in a frictionless experience for the customer.
Business Benefits of a Virtual Call Center
The business benefits of a virtual call center include:
Reduced Cost
Setting up and maintaining a physical call center is expensive. You’ll need to purchase or lease a space, invest in equipment and infrastructure, and hire support teams to install and configure your hardware and software. The virtual call center model reduces or eliminates many of these expenses, including the facility lease and utility costs.
Virtual call centers provide cost savings in terms of employee wages as well. If your business is located in a region with a higher cost of living and minimum wage, you can outsource to other regions to reduce your labor expenses.
Lower Employee Turnover
Virtual call centers are great for employees. Remote workers won’t have to spend hours commuting, which alleviates stress and effectively shortens their work weeks. They may also be able to enjoy more flexible hours.
Going remote can translate to lower turnover, too, as your team members will be less stressed overall. Remote workers will also experience fewer work-related expenses, such as costs related to fuel and vehicle maintenance.
No Geographic Limitations
When you set up a physical call center, you’ll only be able to hire employees in close proximity to that location. This means you’ll have to choose agents from a limited talent pool, which can make it hard to maintain adequate staffing levels.
Virtual call centers aren’t limited by geographic restrictions. You can hire talent from around the world to ensure that your facility is adequately staffed. You’ll also avoid the headache of managing a physical location.
Enhanced Productivity
Happier support agents are also more productive. Transitioning your workforce to remote positions will decrease stress and improve morale, which translates to less absenteeism and more consistent work outputs.
Consider the following situation. Would you rather answer phone calls in an overcrowded and noisy room or from the comfort of your own home? When agents get to work from home, they are more relaxed, which means they can better serve your customers.
Customer Advantages of Virtual Call Centers
Virtual call centers don’t just benefit your support agents; they also offer tangible customer benefits. By transitioning to a VCC, you can provide the following:
Faster Support
When your virtual call center can source talent from around the world, it will be easier to maintain adequate staffing levels. Fewer personnel shortages translate to better agent visibility and expedited support. In other words, customers are going to spend less time on hold and more time getting the help they need.
Expediting the delivery of support will result in less frustration and a better overall perception of your brand.
Better Customer Satisfaction
When consumers get support from friendly, experienced, and relaxed agents, the entire journey becomes smoother and more enjoyable. In turn, customer satisfaction skyrockets, as does trust in your brand.
Virtual call centers offer extended support hours and faster service, all of which contribute to customer satisfaction. Since you’ll be able to hire talent from anywhere, you can find agents who successfully showcase your brand values and deliver the quality of support your customers deserve.
Higher First-Call Resolution Rates
Answering calls fast is one thing, but what customers really care about is getting their problem resolved on the first interaction. If your call center is understaffed or underskilled, your first-call resolution rate is going to be subpar.
Virtual call centers give you better control over resolution rates and overall support efficiency. By adopting VCC infrastructure and software, you can enhance your call routing capabilities, thereby ensuring that customers get sent to the right support agent the first time.
Cutting back on follow-up calls and transfers removes friction from the customer journey. Mitigating transfers also makes better use of your support resources, as agents can spend more time focusing on their core areas of expertise.
For instance, agents who specialize in billing can be connected with customers who have an account issue. Similarly, the more technically savvy team members will be able to devote their time to resolving complex product problems.
Do You Need a Virtual Call Center?
Countless businesses have adopted virtual call centers due to the numerous benefits they provide, including to your bottom line. If you are ready to embrace the virtual call center model, you’ll need a cohesive strategy and great software. And make sure to bring in an experienced support provider to assist with your transition.
Give your customers the support they deserve by taking your call center virtual.