What is a Virtual Contact Center?

A virtual contact center is a center where all customer enablement employees operate remotely in various locations. They provide support on all customer communication channels, to create the best customer experience. The employees could work from home or  an office space from anywhere in the world. Meanwhile, they are connected with customers and colleagues through virtual contact center software. This has many upsides, like providing customer support in different time zones and a reduction in overhead costs. The main focus lies on matching the right agent with the right customer at the right time. 

 A traditional contact center has multiple downsides. The incompatible business hours for example. Many businesses have customers worldwide, but are only able to deliver customer support for about 8 hours a day. A virtual contact center makes it easier to provide customer support 24 hours a day. Agents can work from all over the world.

Furthermore, employee turnover is a big problem contact centers face regularly. Due to the nature of the tasks and working hours, many contact center agents are prone to burn out over time. Virtual contact centers give employees more flexibility, improving employee happiness. This results in a higher employee retention rate and therefore a reduction in costs for hiring and training new employees.  
Also, it is common knowledge that contact centers are pretty costly. Companies need to acquire a lot of IT hardware and software which will only decrease in value over time. But virtual contact centers are in general a lot cheaper to set up than traditional contact centers.

Furthermore, employees need to be equipped with necessary essentials like desks and chairs. Switching to an outsourced call center won’t fix these issues. On-site expenses will definitely be incorporated in their fees as well. Switching to a virtual contact center however, eliminates almost all hardware costs. As well as other costs associated with on-site employees. 

Last, virtual contact center software like Anywhere365’s Dialogue Cloud are highly customizable to a company’s specific needs. And they can create a seamless experience for individual customers. The customizable software makes sure to deliver a personalized customer experience at every touch point. This is done by providing accurate forecasting and scheduling, the integration of multichannel solutions, streamlining the customer service process and a both scalable and flexible platform to improve customer experience. 

Choosing the right software solution can be a difficult task, especially when it comes to setting up a virtual call center. The customer experience you provide should never be hurt by the wrong choice of software, which is why it is important to consider topics like setting up the software, flexibility, usability and integrations. Anywhere365 cloud-based software shines in these aspects.