A virtual call center is a call setup that allows employees to handle incoming calls from offsite locations, most frequently their own homes. In other words, when a customer calls the company, the call is automatically forwarded to the offsite location of the most appropriate employee. The employee takes the call, helps resolve the customer’s problem, and prepares for the next call. Some virtual centers also manage advertising campaigns like cold calling or sales prospecting from off-site locations.
While having a virtual call center requires a little extra vigilance on the part of the management to ensure that customer care standards are being upheld, the virtual center also offers a company several advantages.
1. Reduced Operational Costs
Running a call center from your business can be expensive. You have to find or build a large enough room to accommodate the employees taking calls. You have to arrange for all the necessary equipment like telephones, headsets, and computer access. Running a virtual center as opposed to a brick-and-mortar center can save you several thousand dollars in operating costs.
2. Higher Worker Morale
Most workers appreciate the chance to work from their own homes on a flexible schedule. Having happier workers means having workers who are more loyal to the company and who are more likely to work hard to take care of the company’s customers. People who are happy in their jobs are also less likely to balk at some of the more difficult tasks like cold calling.
3. Enhanced Customer Satisfaction
It makes sense that when the workers are happy, they’ll be willing to go the extra mile to make sure the customer is happy as well. Sure enough, companies who use virtual centers for handling calls report higher levels of customer satisfaction.
4. Better Delegation
When customer service calls come into a company’s main office, they do not always make it directly to the call room. Some are picked up by high-level employees. When they get the misdirected calls, they have to stop what they are doing, help get the customer’s call to the appropriate place, and figure out where they were before the interruption in order to continue their work. Each interruption can result in a five to fifteen minute transition period, which means the higher level employee loses valuable time that could have been spent sales prospecting or growing the business in other ways.
If your company would like to save money on operational costs, improve employee morale, enhance customer services and reserve your top-level employees for administrative functions, setting up a virtual center to make and receive calls may be a wise decision for your business.