Creating Call Center Solutions in and On-Demand Environment

Choosing virtual, Cloud-based call centers is rising in popularity over its predecessor: the equipment and premised-based call center. Hilton Grand Vacations, Overstock.Com, Kodak, and American Express are some examples of companies that are using virtual platforms rather than traditional ones for their contact center solutions. What is attractive about the virtual call center platform versus the traditional call center platform?

A Contact Center Solution in and On-Demand Environment

Inbound and outbound call centers benefit from the on-demand structure of a virtual call center. Additionally, businesses that need to send marketing messages, verify appointments, and capture surveys through Voice Broadcast find the platform beneficial. The only items required for implementing this in contact centers are a broadband connection and personal computers. It only takes a few hours to create the on-demand functionality of a virtual call center instead of the weeks or months that a traditional one would take.

A typical time-frame for a traditional call center, regardless of whether it is on one site or many, is many months. It is necessary to build a special infrastructure, have facility space, and a dedicated staff with expertise in information technology in order to have a traditional, equipment-based and on-site call center platform. The price tag of hundreds of thousands of dollars to several million dollars is another reason companies are moving away from the traditional call center in favor of the virtual one. The savings received from moving to a virtual platform over a traditional one will differ between companies, but several have said they have saved more than 30 percent. Please check out www.callcopy.com if you have questions.

Often a traditional call center would have a difficult decision to make when a potential client needed it for only a short time, but needed heavy staffing. If the client only needs short-term help, does it make sense for the company to invest its time, human resources, and capital into the project? With the advent of the virtual call center platform, an outsourcer can raise or lower staffing based on client need.

Unifying Various Sites into One Seamless Operation

The virtual platform is an attractive one due to its low cost and its easy infrastructure, making it stand out above other technology. Workstations and commodity services make it easier to deploy virtual platforms. Another attractive feature is that an agent only needs a computer, a connection to the Internet, and a headset in order to serve clients. This makes virtualization an affordable option for most businesses. Remote offices, headquarters, and outsourced locations are all unified in a virtual call center platform because of its easy infrastructure. The company will be able to operate efficiently and hire talent from around the world. Virtual call centers are quickly becoming the ideal since they are not expensive, they are versatile, and they are scalable. Visit callcopy.com to learn more about Contact Center Solutions.