Virtual Call Centers

Writen by Damian Sofsian

In a virtual call center the organization's representatives are geographically dispersed, rather than situated at workstations in a building. Virtual call center employees may be situated in groups or in a number of smaller centers, or they work from their own homes. This is an attractive arrangement for many employees as the hours are often flexible and there are fewer liabilities.

The virtual call center model saves housing and equipment costs and can lead to lower employee turnover rates that tend to be high for physical call centers, but in the end it turns out to beneficial to the organization. In companies whose business is highly seasonal, the virtual model also means that they don't have to maintain large facilities year-round. There is a high demand for virtual call center work and a supply of appropriately skilled labor ready to work in this sector.

However, with all the advantages, there are a few barriers to virtual call centers. There is an understandable reluctance to adopt technologies that may be seen as untested and risky. In many virtual call centers, a major cultural shift is required for supervisors to learn to trust workers they cannot see and control directly. Also worries about data security, fraud and training and team building for remote workers are seen as potential problems. But with certain practical solutions like technical ideas and proper staff recruitment and training problems can be overcome. These may include management and management training, proper handling of contractual issues, health and safety and most importantly, proper management of expenses.

Hence, with the ever-expanding need of customer service provider's virtual call center is no longer an illusion.

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