Many call center managers are often hesitant to take advantage of the benefits of the virtual call center. Brick and mortar call center managers have great reason to believe that their way is the only way: it’s been working for years. If it isn’t broke, why fix it?
The fact is, though, that brick and mortar facilities are no longer realistic in today’s hyper-connected world. With great call center agents being located in disparate parts of the globe, virtual call center software offers managers the world’s top performing candidates on a silver platter, empowered by a host of services that enable them to get the help that they need.
Recent data from the North American Technographics Customer Experience Online Survey backs up this assertion. When questioned about virtual agent customer service, 55 percent of U.S. adults online noted that they’ve had either a 4 or 5 level experience in the past 12 months on a scale of 1 to 5, with 1 being “extremely dissatisfied” and 5 being “extremely satisfied.”
This data shows that the virtual call center not only works from a financial standpoint, but it is also helping to provide more satisfaction to customers. With this added boost in confidence, it’s important that call center managers seize on this momentum and bring their existing organization to the next level – a virtual level. As the world continues to become more connected than ever, the virtual call center is the ideal solution for issues of proximity and convenience for customers and call center agents alike.
To learn more about the virtual call center movement, click here to access Forrester’s “Understand Communication Channel Needs to Craft Your Customer Service Strategy” whitepaper.
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