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What do these companies all have in common: Kodak, eBay, Pizza Hut, Hilton, Apple Computer, U-Haul, 1-800-Flowers, Cruise.com, Convergys, Level3, SalesForce.Com and JetBlue? The answer is they all use virtual call centers.
In today's economic climate, businesses are trying to cut costs while improving their customer service. But, how do you add staff without expanding your existing facility? These days more companies are relying on virtual or web-based call centers.
What is a Virtual Call Center?
A virtual call center operates just like a traditional brick-and-mortar center however the company's representatives are geographically dispersed. Rather than working in cubicles at a call facility, virtual call center employees can work in groups at a number of smaller locations, or often they work right in their own home office.
Employees enjoy this arrangement because the hours are usually flexible, there's no dress code to follow and they save time and money by not having to commute. American commuters spend an average of 51 minutes getting to and from work each day. Imagine having an extra hour each day. No wonder employees enjoy working in this environment.
Companies benefit from this model because it saves the costs associated with a building (rent, insurance, electricity, taxes, security, etc.) while improving employee morale and lowering employee turnover rates, which tend to be high for traditional centers.
The tools used to monitor the employees are the same whether the employees are all in one location or spread across the country. All calls can be monitored and recorded. Wages can be easily calculated by totaling the talk time from the calling logs. Training can take place using virtual desktop meetings. Virtual or traditional it comes down to this; the quality of the job will depend upon the quality of the people.
Permanent Headcount vs. Contractors vs. Outsource
The question most people ask is "Should I add permanent staff, outsource or hire contractors?" There are good reasons for each of these options.
If your business is fairly stable and you'll need the staff year-round you should probably hire permanent employees. One of the best ways to start with virtual call center employees is to reward your best performers by allowing them to work at home. You may be surprised to find their productivity actually increases. They're happier. They don't have a commute. And you've recognized and rewarded their hard work. They'll work harder to maintain the privilege of working at home.
If your business is cyclical, you expect a downturn or you only need the staffing for a short period of time then you should probably hire contractors. Changing staffing levels with contractors is much less painful than with full-time staff.
If you need specialized services, like lead generation or appointment setting, you may want to consider outsourcing.
Benefits of a Web Based Call Center
While flexibility and affordability are the top two benefits of using a virtual call center, easy access to systems via the Internet, employee satisfaction and availability of industry and technical experts are also key benefits.
Cost savings is clearly a huge benefit. Not only are you saving on the facility and associated costs, but also if you're outsourcing it means you are only paying for the resources you're using. While you may be able to save a few dollars outsourcing to an offshore facility, most companies have found that outsourcing to a U.S.-based companies with U.S.-based representatives is a more productive option.
Today's web-based CRM/Call Center technology is another huge benefit. No matter where your reps are, they have access to the same systems via the Internet. No sending software to load onto computers then having to troubleshoot when it doesn't load properly. You simply give reps access credentials and they are up and running. And it doesn't matter if you have two reps or two hundred the systems are generally scalable to meet any company's needs; making your call center as small or as large as you need it to be.
Geographically dispersed employees allow for industry specialists to be hired providing the most experienced reps for your company's needs. Whether your hire permanent employees, contractors or outsource to a vendor, there are industry experienced, professional people available across the U.S. And you won't need to pay relocation costs!
With a plethora of web savvy people and easy to use interfaces training time is kept to a minimum helping reps become more productive in less time. A rep working from home increases job satisfaction leading to less turnover. This is a win-win for both employer and employee.
Features to Look for When Choosing a Virtual Call Center Service
First and foremost, you'll want a look for a service that offers specialists in your industry. You wouldn't want to hire medical experts to represent your real estate business. Do your research and find a vendor with experience in your industry. Your business can only benefit from having the most experienced talent on the phones.
Second, search for a call center solution that offers a full array of services. For example, if you need help finding sales leads and setting appointments, look for a virtual call center that provides services such as account profiling, appointment setting, audience acquisition, channel development, market analysis, market segmentation, inside sales, lead generation and lead nurturing. This will allow you to get a wide range of services from a single vendor saving you time and money.
And finally, be sure to choose a call center that is scalable to your business. Today you may need a little help; tomorrow you may need a lot more. Select a vendor that can scale up and down as needed.
In choosing to use a virtual call center for your company's customer service needs, you're investing in the people, not in a building. This will make a world of difference in your ability to offer professional customer service at a reasonable cost.
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