As cloud computing allows businesses to connect agents and locations across time zones and miles, the virtual contact center is quickly becoming a valuable option for modern customer service.
For many businesses, contact centers operate exclusively through their contact center software. This allows them to use a cloud contact center solution that connects every employee virtually without disrupting or degrading the quality of their customer service.
Switching from on-site contact centers to remote contact centers, in fact, has significantly improved customer interactions, employee turnover, and agent performance for many companies. So much so, that some of our omni-channel contact center clients have shared their stories to show others how they can benefit from using a virtual contact center.
Keep reading below to understand the ins and outs of a remote contact center and the ways you can improve your operations by moving completely online.
What is a virtual contact center?
A virtual contact center maintains the same goals and operations of a traditional call center, but uses virtual contact center software to allow agents to work from multiple locations. Customer service representatives who work as virtual agents often work from a home office, co-working space, or temporary workspace, such as coffee shops.
These software solutions are completely cloud-based, allowing employees to log into the contact center platform from any device with an internet connection. Agents can handle any type of call or interaction, maintaining excellent customer experiences and meeting call center quotas. Remote workforces use their software to communicate and collaborate like a traditional team, staying connected over the cloud to produce results.
Virtual contact centers also benefit business costs, eliminating the need for a physical office and the costs of furnishing and maintaining the workspace. If the business is moving from an on-premise solution to a virtual contact center solution for the first time, they can see improvements in queue times, , customer satisfaction, and disaster recovery. For both inbound, outbound, or blended contact centers, moving to a cloud-based, virtual set-up can produce incredible results.
Is the virtual call center legit?
Making the move to a virtual contact center is a significant investment and change, so many businesses are hesitant to make the transition. A remote, cloud contact center model, however, can make a critical difference for customer service in any industry, which is why 50% of call centers currently using on-premise solutions plan to transition to a cloud platform by the end of 2020.
Below, we’ve included some of the benefits of using virtual contact center solutions for your business phone system and customer support needs.
1. Higher cost savings
Unlike equipment-heavy legacy solutions, cloud platforms require only computers or mobile devices, microphone-enabled headsets, and a reliable internet connection. You won’t need to host and maintain any hardware or software, which makes adding and removing seats a breeze. Rather than paying for unused seats, you’ll only pay for the capacity you need, exactly when you need it.
The cost of running your team will also decrease, even as your contact center continues to meet your high expectations. You won’t have to pay for utilities, furniture, real estate, or on-going maintenance at a physical location. These additional resources provide more room in your budget so you can improve and prioritize other areas of your customer service.
2. Improved workplace satisfaction
Building a remote customer service operation gives you access to a bigger pool of the top talent available throughout the world. Without the geographical restrictions of running an on-site operation, you can hire awesome customer service reps who bring powerful assets to your team. A Frost & Sullivan study, for example, learned that over 80% of virtual call center agents have experience in management and a college education. For traditional contact centers, only 35% of those in a call center job offer the same qualities.
Most importantly, your agents are far more likely to become long-term employees when they work from home, lowering employee turnover. Pipkins research found that the employee retention rate is only 25% for on-site agents but 80% for remote workers. Customer service representatives who work from home are less stressed and more loyal to their employees, which leads to consistently better work. Happy agents create positive experiences during interactions, so this can also lead to higher customer satisfaction.
3. An optimized customer experience
On-premise contact center platforms are generally harder to expand then cloud solutions. While you would need to add new equipment and software to add new features to your legacy solution, a virtual contact center platform has the features already built in.
When companies want to add live chat to their website or introduce the ability to interact over social media, they only have to adjust their platform business plans to access these capabilities. You already have access to phone calls over your voice-over internet protocol (VoIP) system, but you can also tap into skills-based routing, call distribution, video conferencing, and more with your cloud-based platform. – Read more
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