Virtual Call Center: Potential Benefits Remain Untapped

Unified communications (UC) solutions – capable of merging real-time communications, like instant messaging, telephony and voice services with non-real time communications like unified messaging, e-mail and SMS – remain one of the most underused business technology tools. Companies that have already employed the technology have a head start on their competition that may grow even wider in the near future.

In fact,  a recent survey commissioned by IT education company Webtorials found that only 21 percent of companies had fully adopted UC. Enterprises unaware of the technology’s advantages may be missing out on both reduced overhead and potential business growth. For example, businesses that have adopted the virtual call center model using UC are already reaping the rewards.

By allowing employees to work remotely, for example, companies can save on overhead costs like renting office space and hiring specialized local workers. Perhaps even more importantly, by granting employees the ability to work remotely thanks to a virtual call center, contact center managers can take critical steps toward reducing costly employee turnover.

Over the next several years, the success and failure of many businesses may be determined by how willing they are to implement new communications technology. Currently, UC may look like a way to get ahead of competitors, but in two or three years, adopting the system may in fact be a necessity for survival.

Companies must think of UC implementation in practical terms. If your business uses a traditional call center that requires workers to live in a specific geographic location and come into an office each day – and your competition permits employees to live and work where they please – which company is more likely to attract quality candidates and retain them?

It doesn’t take a technology whiz to answer that one.

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