The Virtual Call Centre Transforms Business
The Virtual Call Centre Transforms Business
The Virtual Call Centre Transforms Business
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Home Page > Business > Customer Service > The Virtual Call Centre Transforms Business
The Virtual Call Centre Transforms Business
Posted: Apr 08, 2010 |Comments: 0
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As we are trying to get to grips with the intricacies of the physical call centre, the virtual call centre is knocking on the door. There has been tremendous improvement in the customer care with the advent of call centres but not to forget the multiplication of the problems also.
Moving way ahead of the times
You will certainly not get a very positive response from the general public about their interaction with a call centre today. They have been seen as a byword for incompetence and horrendous customer service provision. This system has been instrumental in bringing forth a change in the way customer care businesses function.
It is in fact scary to even think of the transition to the call centre. The lesser the human interface the higher the problems that once can anticipate under this system. The issues in a call centre have become manifold due to the absence of any face to face contact with the customers. There is a great amount of understanding that prevails in two people speaking to each other. For example they point out the clues that facial expressions give which can never be replicated on the phone.
Assessing the future of the virtual call centre
The answer that this school of thought advocates is as radical as it is impossible to implement. One cannot take the pretext of the requirement of human interface in a phone contact to make a turnaround of the system. You will really want to have a customer care executive to give your service round the clock. However in the real world such services will be too expensive to be supported by the business model. The customers will not be willing to pay for the enormous funding that is required to go back to those days. There are many impolite reactions from people about the previous system being most wasteful.
For the people who have never believed in the call centre phenomenon anyway, the transition to the virtual call center will be a retrograde step. To them this will be yet another loss of contact with customers. The automation of the entire system will not allow any voice detection. Regardless of the toil taken by the experts computers are still left with certain amount of snag. Moving on to the virtual call centre might mean cutting the final umbilical cord between the customer and their company.
Most of the organisations estimate that it is good business acumen to look at the millions of profits lost due to incompetence of humans in comparison to this system. At least with the virtual call centre there will be a possibility for controlling staff and ensuring that costs never accumulate beyond a certain level. It is also required to check if the system is capable enough to read through all the customer issues arising from the transactions. I happen to think that this is too simplistic to be accurate.
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Rayner Chandler –
About the Author:
Adam Smith is an in-house writer for PBX Plus, the provider of Free PBX and Virtual Call Center. A recurrent reader and contributor of business articles on telephony
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Adam Smith is an in-house writer for PBX Plus, the provider of Free PBX and Virtual Call Center. A recurrent reader and contributor of business articles on telephony
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