There’s no two ways about it: everything today is going digital and being moved to and integrated with the online world. Personal shopping is now done online, the expansive data compiled by companies is stored online and even the rise of voice over Internet protocol (VoIP) has moved the telephone to the Internet. Given this technologically evolving atmosphere, it only makes sense that the next logical step is to strengthen the digital worker. Hosted virtual call center technology is helping further this in a big way, offering employees the comfort of working from home, while at the same time, allowing employers to cut costs while expanding their workforce, among many other things.
Australia is leading this charge of the “digital worker” – a phrase that the Australian Communications and Media Authority (ACMA) defines as teleworkers that work away from the office for some or all of their work day via Internet-based services. In Australia, the ACMA estimates that the number of these employees peaks at 5.6 million. This translates to 55 percent of medium-sized businesses allowing their employees to work from home at least one day per week. A huge benefit to hosted or virtual technology is that it provides the digital worker with a direct link to corporate resources which were once only reserved for in-office employees, including e-mail, phone lines, voicemail, databases and just about any other service needed to perform the job.
This Australian use of hosted technology is helping support a global surge of virtual workers, as they are showing its efficacy in large applications, especially regarding implementation in the communications sector (currently at 67 percent). For call center agents and customer service representatives, this migration just makes sense. By not housing a physical location for these workers, an enormous cost is saved, freeing up funds for more employees and translating to swifter customer service. Additionally, these workers reflect their own personal benefits, including greater flexibility, more productivity and a better work-life balance.
The main concern of any business is utilizing the proper tools to most efficiently and effectively reach their finish line. Powerful, hosted call center technology can help get the job done.
