Typically, people consider call centers as being large, busy locations with a great deal of tension, rows of cubicles, and continual phone conversations. But did you realize that a virtual call center actually exists today? A call center that doesn’t have a physical office location is called a virtual call center. Instead, it is only present online.
This article will cover all the important information concerning this, including how they operate and their benefits and drawbacks.
What Is A Virtual Call Center?
A call center that doesn’t have a physical office space is called a virtual call centre. In this sense, the word “virtual” refers to the call center’s online-only existence. All of the staff members connect to the call center’s system over the internet while working from home or another distant location.
There are several alternative configurations for this. The most typical scenario is where the business provides each employee with a computer and the required software, and the workers then connect to the business server via a VPN or another kind of remote connection.
Benefits
Hire Employees from Anywhere
The freedom to hire workers from any country in the world is another benefit of virtual call centers. Because all you require is a computer and an internet connection, this is true. You are not required to only hire individuals who reside close to your office.
This implies that you can hire the greatest workers wherever they may be. Additionally, because you may hire workers from several time zones, you can staff your call center around the clock.
Low Costs
The fact that it has fewer overhead expenses than conventional call centers is one of its main benefits. This is due to the fact that you are not required to own or rent office space, furnish it, or maintain it. Additionally, you do not need to pay for utilities like internet and electricity.
Additionally, you are not required to purchase office supplies like laptops, desks, or chairs. Additionally, there is no cost for on-site IT assistance. Although they can easily pile up, all of these expenses are dropped in this situation.
Increased Flexibility
Additionally, improved flexibility in terms of hours and scheduling is another benefit of this. Typical call centers are open Monday through Friday during regular business hours.
However, a virtual call center allows you to have staff members work various shifts, including late and weekend hours. This is due to the fact that there is no need to staff the call center with on-site workers and because of the previously mentioned various time zones.
Higher Productivity
Increased productivity for your staff members can result from allowing them to work from home. They will be able to stay focused since they won’t be bothered by distractions like office politics and water cooler rumors.
They will also be able to design a work plan that suits them best, which may result in better attention and concentration.
Disadvantages
Supervision
This may be more challenging to manage and train, which is another drawback. This is due to the fact that, unlike in a conventional call center, you cannot immediately observe what your personnel are doing. Additionally, if you have never met your staff in person, it could be challenging to establish trust with them.
In this situation, it’s crucial that you set clear expectations for your workers and that you give them enough training. Setting up a system for tracking employee performance is also crucial so that you can handle any concerns that could emerge.
Isolation
Isolation is one of the main drawbacks of virtual call centers. While working from home and avoiding interactions with coworkers may be pleasant for some people, it may make others feel lonely and alone. Additionally, without the structure of an office environment, some individuals could find it challenging to concentrate on their work.
This not only has the potential to lower employee morale, but it also has the potential to increase turnover. You must regularly check in with your staff to address this problem and that you establish a virtual community for them to socialize.
Technical Problems
Finally, technical problems may affect this more frequently. This is due to the fact that all of your workers are working from home and reliant on their individual computers and internet connections. It might be challenging to quickly fix any technical issues if they arise.
A strong technical support structure must be in place to address this problem. You should also give your staff the tools they require to resolve any technical problems they could run across.
How to Set Up This?
- Choosing the good software for your needs is the first step. You must take the time to research all of your alternatives in order to select the best one for you. You should take into account aspects like features, price, and reviews while making your choice.
- After purchasing the appropriate software, you must teach your staff how to utilize it. If you’re utilizing a novel or intricate system, this is extremely crucial. Ensure that you give them the time they require to become familiar with the software. Employees can be trained by being accompanied by an experienced employee who is already familiar with the software. They can learn by doing in this manner.
- Setting up a timetable for your call center is the next step. This will guarantee that every staff is accessible when you need them. Both your company’s operating hours and your employees’ respective time zones should be taken into account.
- You must test your system to ensure everything is operating properly before going live. Testing the software, phones, and internet connection are all included in this. To ensure that your staff members are familiar with the system, test them.
- Once you’ve completed everything above, your virtual call center is ready to go! Make sure to let your clients know about your new number and to train your staff on how to handle calls.
