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Going Virtual Means Flexibility for the Call Center

TMCnews Featured Article

June 27, 2013

Going Virtual Means Flexibility for the Call Center

By Michelle Amodio, TMCnet Contributor

For businesses looking to cut costs, grow their workforces and be as flexible as possible in every instance, moving toward a virtual contact center is an attractive and viable option that doesn’t require a lot of resources.

In the call center space, the virtual contact center has significant impact. Not only does this deployment model offer lower cost and greater functionality, it can also open up a broader reach for those operating in nearly every industry.

A number of companies are moving to launch the virtual call center, and, in doing so, they are enjoying a delivery platform that is much more affordable than the traditional brick and mortar approach. The bottom line is that moving towards a virtual solution, or a cloud platform, means that businesses can be scalable, or simply put, flexible.

Scalability is a planned level of capacity, with appropriate overhead, that businesses anticipate their systems to require over time, in addition to the ability to scale in a quick and easy manner when you need more or less resources.

Scalability means quickly adding 100 or 200 users, because you know that the necessary resources are easily available to you. Or, you might want to add a host of virtual agents for your virtual call center. A virtual set up allows for this process to be quick and easy.

8x8 cited this very topic in a recent blog post, noting that many businesses, particularly small ones, are reaping the benefits associated with a virtual call center setup, including a reduction in costs, office integration, sales improvement and support.

A cloud-based or hosted system offers more scalability so that you can quickly adapt to changes in volume. From an organizational perspective, the virtual call center setup enables organization to save on infrastructure, equipment and other costs.

Edited by Rachel Ramsey

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