What is the difference of a Virtual Call Center from a traditional Call Center?
Traditionally, a Call Center a physical space where customer calls are routed and handled by an organization. A Virtual Call Center is a contact center where most employees, representatives and agents may not be located in one area, some of them may even work in their homes. The difference primarily is its capability of proving more flexibility both business and to its employees. Virtual Call Centers mostly have representatives that are spread out geographically, which means they do not necessarily have to stay in one center. This provides a very practical approach of handling customer service needs for a company, and an attractive arrangement for agents. For companies, this model literally saves housing and equipment cost, and can also bring lower employee turnover. Of course, a Virtual Call Center also offers more benefits.
The 21st century has welcomed several new vertical markets as well as global communities. Connectivity playing a very critical part of this. For Small to Medium-sized Businesses, have a good foundation in terms of connectivity can slingshot their business into the top and right at the center of the public eye. Thus, most SMBs are making the big switch. VoIP has opened the Virtual Call Center Market and it continues to revolve around SMBs.
It has accounted for 75% of the market shares in 2010.
As cloud computing holds a $40.7 billion market in the US alone, it is expected to explode and grow exponentially in 2020 at a forecast of 241 Billion.
“The Virtual Call Center market is expected to follow the same trend and will become the next platform preference for customer interaction”
General Benefits of Virtual Call Center
Primarily, companies choose or switch to Virtual Call Centers because of the benefits it can offer:
- Cost Reduction – relatively inexpensive, as opposed to the traditional call center setup because there is no need for a physical center, therefore eliminating infrastructure costs. Virtual Call Centers use soft-phones and specially customized software that eradicates the need for desk phones. It is also very easy to deploy and eliminates long distance cost.
- Greater Agent Selection Pool – employees do not need be confined in a single office space or geographical location, employers have a bigger pool of prospect employees to choose from. The company’s recruitment team will not be restricted to specific area only and can expand the search without extra cost.
- Increased Employee Retention – Recruitment and training can be costly. However, with Virtual Call Centers, employees opt to stay with their jobs because of the flexibility that comes with it. Agents can work in the comfort of their homes and may have an option of working on their desired schedule, which can make happier employees and increase retention.
- Flexible Business Solutions – Call volumes may vary significantly depending on the time of the year, seasons or other factors. Having a traditional call center means having to maintain seats and infrastructure setup the whole year-round, which is very costly. With Virtual Call Center you have flexibility of scaling up or down, depending customer needs and demands. You can adjust volumes as it increases or decreases.
- 5. Excellent Return-on-Investment – Virtual Call Center Solutions offer companies the capacity to switch from inbound to outbound calls easily, even integrate multiple call types creating multi-skilled employees. This can heighten productivity and drive profitability.
Learn more from Datelo White paper on Virtual Call Center