Benefits of a Virtual Contact Center
Virtual Contact Centers benefit agents in multiple ways. By working remotely, agents have more flexibility. With no commute to work, agents can save both time and money.
These elements result in happier agents, and therefore agent retention is increased. Virtual contact centers are known for having higher agent satisfaction rates and therefore lower agent turnover. This happiness is then transferred to the customer resulting in positive and delightful customer experiences, which yields customer loyalty and retention.
Businesses with contact centers can realize numerous benefits by implementing a virtual contact center.
Reduced costs: With no need for a physical location, organizations can eliminate both real estate and telephony infrastructure costs.
Larger agent selection pool: Due to the nature of virtual contact centers, agents can be located anywhere and still handle all their calls. Therefore, recruiting agents is no longer restricted to one geographic area.
Lower agent turnover: Recruiting and training agents are costly, but with virtual contact centers, more agents stay because they are pleased with the flexibility the job offers them by being able to work remotely.
Adjust to various call volumes: Organizations that see call volumes fluctuate significantly based on the time of year, or due to specific events (e.g., natural disasters or class action lawsuits) can rapidly adjust the number of agents they utilize, and then adjust again when the call volume decrease.
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