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Boost your business with a virtual call center

In the past, the contact center of any business typically consisted of endless rows of business agents seated at their desks with microphones plastered to their ears, working away furiously at their computers. There would be a number of supervisors walking up and down the aisles to make sure that everything worked like clockwork. That business model is undergoing a rapid change, thanks to the arrival of the internet.

Internet Protocol Telephony and Virtual Call Center software has made it possible for contact people to work from a far relaxed atmosphere, and they are supervised via technology. Newly emerging contact centers are without a fixed physical location. These are virtual call centers and they are a viable alternative to the outsourcing melee that is robbing people of so many jobs.

As experts say, the process of setting up a virtual is quite simple. All it requires is a browser, a computer and a phone. The challenge is to manage the interaction process with business partners, sales prospects and current/potential customers. This is where it becomes complex. That is why companies need to go in for precise and careful planning and investment if they intend to move to a virtual call center.

In the virtual call center model, call center agents in different parts of the world work from their own locations. They simply log on to the call center system through the World Wide Web. A truly efficient virtual call center software kicks into action from this point onwards. While enabling proper communication, the system makes logs of all inbound and outbound communication. This makes it possible to track and report communication. Data mining becomes easy. Closed lead loop tracking is made possible.

There are a number of advantages in using a virtual call center for your business solutions. First, there is great flexibility and dynamism in the system. This in itself attracts a talented pool of agents. Expansion is easier since the company can pull its clients from a wide geographical area. Cost saving is also substantial as facility costs are minimal, and contact agents accept 5-15% less when they are working from geographical locations that are suitable to them.

However, virtual call centers are vulnerable to security breaches. Thus, the software you choose must have strong security policies to safeguard the information that is being handled at both ends. Technical support must be available round the clock and regulatory services must provide complete control over home-based agents. So, the system, though easy and completely doable, requires a good amount of technological investment. Performance management, quality control and security needs to be of sterling quality. Only then can your virtual call center stand on its own two legs.

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