The contact center is experiencing a period of redefinition. Thanks to the incredible evolution that telecom technology has experienced in recent years, establishing a modern virtual call center is not only viable, but incredibly possible. As people are finding themselves more connected in their daily lives through the use of smartphones and tablets, businesses are realizing that the skills needed to operate many of the resources required of a remote workforce are now inherently common knowledge amongst millions of potential employees. The users of these programs and hardware have an innate understanding of how it all works and are able to leverage these assets in ways that maintain and promote productivity.
But it takes more than just deciding to let staff members work from home. There has to be a level of involvement and investment from supervisors and decision makers that will provide customer service representatives to with a unified experience. This includes seeking out the right technologies, like VoIP phone service. There has been a huge increase within the last few years regarding how many tasks are completed through computers and/or mobile endpoints. Traditional copper landlines have, unfortunately, begun to show their age in significant ways. Sure, they still work, but can they be easily coupled with email in a way that does not feel forced or unnatural? Not without putting a lot of emphasis on cumbersome system updates.
The money spent propping up aging legacy circuits is better spent investing in a stronger, more efficient and ultimately more cost-effective system than plain old telephone service. Cloud based phone systems that utilize VoIP are capable of being customized in ways that were once unheard of without seemingly-endless supplies of time and money. For contact centers that have long been office-bound, single-channel entities, this means that functions and amenities can be managed with ease – even if employees never set foot in a brick-and-mortar workplace.
For organizations that want to launch flexible contact centers that are not reliant on physical space, remote call center software – assisted by a VoIP connection – is going to be critical. Companies that do seek out solutions of this caliber stand to make significant gains in finances and employee satisfaction.
Remote Contact Centers Keep Costs Down
According to The Guardian contributor Alison Coleman, enterprises need to be able to expand while protecting the bottom dollar.
"If businesses are to remain competitive and achieve growth in regional, national and international markets, keeping their cost base at a manageable level is key," she wrote. "Investing in new technology and equipment and creating environments where services and knowledge are shared allows businesses to maximize growth opportunities, while keeping their cost base to a minimum."
Contact centers can be run much more efficiently these days by choosing to go with an entirely distributed staff. Renting out office space that has to be maintained and managed can sap funds rather quickly. The budget allotments made for these provisions can be redirected to areas where finances are in greater need.
Mobility Perceived As Major Employee Incentive
There is a certain amount of freedom that comes with cloud VoIP. The ability to access an office phone system from anywhere in the world with an Internet connection is not only good for cutting out long distance calling fees, but can keep a business running even when employees are out of the building.
Some members of the workforce are perfectly able to do their jobs from home, and certain aspects of the personal lives may actually demand it. Others would rather just have the leisure of working in their pajamas. Perhaps an illness might prevent them from coming in, but not from actually doing their job. Similarly, an outage or weather advisory could close the doors of the physical office even when the staff is still prepared to handle their responsibilities. Cloud phone systems help to circumvent many of the complications associated with issues like these and from an employee perspective, it can be a major perk - one the could influence the acceptance of a job offer.
Providing staff members with the ability to work outside of cubicle confines enables employees to work in ways that best suit them. The definition of the contact center is changing and enterprises will need to embrace the advantages that will keep them competitive and under budget.