According to Zor Gorelov, CEO of Speech Cycle, call centers “will cease to be the primary channel between companies and their customers.” He believed that call centers would cease to exist because smartphones would open up new opportunities for businesses to interact with clients, but one thing he did not account was the fact that many consumers would use their smartphones to contact customer support, meaning that call centers will continue to function within society.
Call centers are crucial to an array of businesses including credit card companies, public utility companies, banking companies, and even software companies. In order to find the correct people to outfit your call center, you may have to search nationally and at times globally to find the proper fit. Workers must be trained to help customers with their needs, but this new age of automation enables the workforce aiding more people without work between employees being too competitive. People are able to work at their own pace without intensive labor, which provides a more cost effective system that enables productivity in businesses. So there are many benefits to opening a call center for your business.
Companies of all sizes are able to utilize call centers, but the cost of starting a call center can be steep. One must account for the capital investment required for construction, furniture, IT equipment and a back-up generator. According to the Site Selection Group, “These costs can quickly add up to between $2,500 and $10,000 per workstation to set up a fully functional call center facility.” This is why starting a call center can be difficult.
Virtual call center software can provide a simple, cost effective solution. Virtual call centers operate the same way that physical call centers operate; however, a virtual call center, at times is supported by a software which connects them and enables them to do their job more accurately. There are even call centers that use cloud-based software in order to reduce overhead costs, share information fluidly, and meet the challenges of daily work with ease. Customers are able to connect at any time in any place in the world.
With virtual call center software like Bright Pattern, quality will not be an issue. Bright Pattern provides software that automatically routes callers to the proper agent regardless of their location or needs. They have a portfolio of quality providers that make sure the calls connects directly to people who are qualified to answer inbound calls. It even makes sure that callers are connected to a person in their own region which cuts much of the work of starting a call center in half.
According to Genesys Telecommunication Laboratories, “A virtual contact center (VCC) is a solution that supports contact center agents in various geographical locations instead of a single physical location.” A point of contact center that is virtual provides efficiency of distribution from diverse workforces which match a specific and very appropriate agent to a customer in need making it easier for the customer to receive the help they need. At times they may help customers with billing, ordering, and any issues that may arise within their personal accounts.
The cost of providing top customer service using voice—the most important aspect of human interaction—remains intact when you use virtual call center software to start your call center business. Call centers are both useful and necessary within a business that provides any aspects of customer service as they provide human interaction to quickly and efficiently solve an issue. So when you start your call center, research all of the available options to get your desired outcome.
