virtual call centre
In order to succeed, it is vital for businesses to provide excellent customer service to maintain loyal and satisfied customers. Research suggests that consumers still prefer telephonic communication over email and webchats when they need issues resolving. An estimated 30% of us also make at least three calls a month in order to get in touch with a customer care team. And two thirds of customers have said that they would be willing to change their service providers solely to receive a better customer service experience.
A virtual call centre is a concept whereby call centre agents do not operate from a single location, but are geographically dispersed instead of operating from work stations within their employer's premises. Typically this scenario works by having all of your call centre agents working from home, or alternatively in smaller groups. This setup doesn't have any impact on the ability of a customer being able to contact one of your contact centre, as calls will automatically be distributed to the remote locations wherever they may be. Many organisations choose this model for a variety of business benefits, including: