WHAT IS A VIRTUAL CALL CENTER?

With the introduction of cloud technology, industry started growing dramatically with increased productivity. Most of the industrial sectors are replacing from their traditional model to the cloud model which runs with the help of internet.

Call centers plays a vital role in the growth of an organization by maintaining interaction with their client there by increasing customer satisfaction.

Now,

What is a virtual call center?

A virtual call center is a call center where the customer support agents work off-premise in different locations.

In normal call centers, the customer support agents work on-premise business location. But virtual call centers give the customer support agents to work off-premise by staying at a different location or even from their homes. The software used in this call center enables the agents to work from a dispersed location.

Since virtual call centers are not on-premise, it uses cloud telephony and VoIP to enable the communication between two end points. With the help of an effective internet connection, an agent can access the resource and stay active from anywhere at any time.

The popularity of virtual call center is increasing day by day.

Here’s the reason.

Call center software: on-premise v/s virtual

Virtual call center has several promising features and advantages compared to the traditional on-premise call centers.

Let us look how it can benefit your organization

Global access

An on-premise call center allows to work only inside the organization’s premise. Hence only the customer support representatives within a commuting distance can be hired. There by requires number of call centers across the globe to rely on different time zones.

A virtual call center allows to work from anywhere across the globe hence the organization can hire a customer support representative from anywhere by selecting the best ones. Also the organization can there by rely on customer support representative in different time zones, therefore it benefits the organization. Thus leads to a convenient customer experience.

Lower upfront expenses

An on-premise call center requires a data center inside the office to maintain all the communication system. Also the organization needs to hire IT personnel to maintain and manage the communication system. The maintenance and operational expenses should be paid by the organization itself.

A virtual call center is off-premise and there is no requirement of a data center. The whole communication system is reliable to cloud hence the organization is only required to pay for the resources which they are using. The rest of the expenses are maintained by the host itself.

Flexibility

An on-premise call center requires IT personnel to manage and control the hardware used in the communication system. The organization is required to manage in case of any unexpected errors.

A virtual call center is not requiring and technical expert to operate as the data center is managed and controlled by the host. In case any emergency one can control it virtually.

Data redundancy

An on-premise call center has only single data center and hence in case of any unexpected errors, the system may crash and the data can be lost.

A virtual call center assures data redundancy as there are many servers at the host. In case of any unexpected errors, the server will replicate and hence the system will not face any failures.

System upgrade

An on-premise call center solution should do all its upgrading alone with the help of IT personnel appointed for this purpose and hence it takes a lot of time.

A virtual call center will be upgraded automatically whenever there is a need as the host is responsible for this.

Emergency preparedness

An on-premise call center wants their employees to work within their site and if in case of any emergencies it is very difficult to migrate from one place to another. Centralization also increases the risk of dangerous preposition in case of fire or any other unexpected risks.

A virtual call center depends on redundancy and well prepared for emergencies. In case of any risks at the host will not bother the customers or organization.

Since more than a decade the industry is experiencing the magical growth in productivity all over the world. No wonder why this came out to be a revolution.

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