How to create a virtual call center for your business

How to create a virtual call center for your business
September 17 20:32 2017 Print This Article

Call centers are expensive, both financially and through employee turnover. Decades ago, when outsourcing of call centers to overseas locations began, it created more problems than it solved. Lowered expectations, problems with languages, indecipherable accents and other technical issues gave both outsourcing and call centers a bad name.

Customers weren’t fooled and they understood that their concerns and well-being had come up short in the cost analysis done by major corporations. Although not happy about it, there was little that could be done to shake corporate America out of its outsourcing frenzy.

“The times, they are a-changing”

Interestingly, for many companies, the outsourcing experiment didn’t work well. Customer support was sluggish and reputations were damaged. Although it took a while, this lead to an increased focus on customer support and, in some ways, the creation of the customer experience management (CXM) approach that has flipped the underlying basis of business and made it much more customer friendly.

With a greater demand for customer service, the return of the call center couldn’t be too far behind. However, the original problems of cost and employee retention remain. The internet offered a solution that addresses both fundamental problems.

Remote workers and no infrastructure

Remote workers have gone from outliers to a sizable percentage of the work force. Working remotely means that business does not have to invest in physical infrastructure to support projects – including call centers – and that workers can take a more relaxed approach to job requirements.

Not everyone who works remotely works in their pajamas, but there are those who do and that relaxed feel is helpful in a stressful environment like a call center. The lack of a physical boss breathing down their neck also lowers stress which means that remote workers are less likely to quit or find another job.

So, corporations – large or small – can benefit financially by building remote call centers and employees benefit from working in them. This is advantageous for corporations, their employees and, most importantly, their customers.

Building a better call center

For small businesses who need a customer service department there are a couple of approaches to building a virtual call center that can hit the ground running and won’t cost an arm and a leg.

  • Outsourcing. With two major caveats, outsourcing your call center can still work inexpensively. Those caveats are, of course, that the company you outsource to is familiar with what you do and linguistically close to your customers. Unless you can guarantee those two points, it simply isn’t worth alienating your customer base for a less than satisfactory solution.
  • Virtual call center software. Honestly, this is really the only desirable choice. Virtual call center software is an inexpensive and easily learned set of tools for your call center employees to use to connect to your company and to the customers. The only thing your workers will need is a phone, computer and internet access. Three things that are normally found in a home, anyway.

As business becomes global, the demands for call center workers that understand the needs of their customers will also need to become global. The ability to deploy your virtual call center to any part of the world, at a moment’s notice, is a huge advantage for companies looking to develop new markets and increase their productivity.

As the emphasis on the customer increases, your business must adapt. Creating a solid, yet virtual, customer service foundation can only help your company grow.

  Article "tagged" as:
  Categories:
view more articles

About Article Author

Jonathan Yaniv
Jonathan Yaniv

Jonathan is the founder and editor-in-chief of TrustedNerd.com. Covering major tech shows such as CES, Jonathan is always there for the latest tech news. Want your gadget to be reviewed or have a release you'd like to be considered for publishing? Send Jonathan an email, jonathan [at] trustednerd.com

View More Articles