The global remote workforce is quickly growing in size. Indeed, research from Global Workplace Analytics shows that the number of employees who began telecommuting multiple days per week increased by almost 80 percentbetween 2005 and 2012. This growing remote working trend has ignited a shift in call center software solutions—teams are moving away from on-premise solutions and toward cloud-based virtual solutions.
With new research suggesting that half of the world’s workforcewill be working remotely by 2020, if you do not have a remote workforce, you should consider leveraging virtual call center software in anticipation of doing so in the future. Virtual call center software enables agents to provide the best possible customer experience, from wherever they happen to be located, and allows managers to optimize operations while cutting costs.
Still not convinced to make the switch? Let’s take a closer look at the top benefits of leveraging an advanced virtual call center software solution:
Scale quickly
For call center managers who are seeing rapid growth in sales and customer acquisition but who have yet to expand their service facilities, hiring individuals to work as virtual call center agents is an ideal solution. Anew agent can be added in seconds to the call center softwareand the individual can then jump right into existing operations with calls automatically routed to him or her. The agent can immediately access and add to customer contact histories, for example, and can begin to import and synchronize data across the corporate system. This ease of use allows teams to scale up or down quickly to support their changing business needs.
Reduce costs
Call center managers can reduce costs in a number of areas by investing in a virtual call center software solution. For example, they can save on the cost it would take to physically add seats to their on-premises call centers. Imagine, for instance, how costly adding seats becomes for an ecommerce company that hires 100 temporary agents to handle spikes in call volume during the holiday season. By implementing a virtual call center software solution instead, organizations can simply ask theirat-home agentsto log into their call center software on their personal laptops or desktop computers andpay flexible rates for what they use. This way, companies can quickly onboard seasonal help without burdensome costs or setup hassles. In addition, call center managers can significantly reduce capital expenses either by asking employees to leverage their own computers for work or by providing lightweight technology, like Google Chromebooks, which cost just a fraction of what most other technology options cost. As such, virtual call center software is a cost-effective solution for teams that scale quickly.
Improve operations immediately
There are two distinct ways that a virtual call center software solution enables immediate improvements in operations for managers. One way is actual system improvement in the form of upgrades, updates and provisioning. Regardless of where agents are located, system updates happen automatically—that is, IT members do not need to venture to every location to manually apply updates, download new plugins or change hardware. The second way a virtual solution facilitates improvement is in the domain agent performance. Managers can gain clear insight into the performance of their at-home (as well as on-site) workforce throughcall monitoring, call recordings and comprehensive real-time and historical analytics. Data yielded from this can be used to determine whether ongoing trainingor coaching is necessary, as well as to support professional development and growth for agents. Taken together, virtual call center software can significantly improve the performance and operations of any team.
As call centers evolve to support changing business and customer needs, call center managers must continuously strive to leverage cutting-edge software to facilitate their progression. Virtual call center software presents businesses with a unique opportunity to easily scale operations and also improve the quality of service their team provides their customers — all while reducing costs. As such, it’s a win-win-win.
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Source: http://docphy.com/technology/computers/software/virtual-call-center-software-remote-working.html
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