The tendency of contracting out inbound and outbound contact centers have become a very profitable business within the recent years; however, the principal issue here is the increasing approval by companies to put their outsourced contact center aside.
It is not necessary to talk about the benefits of outsourcing contact centers since even the governments have started to contract out plenty of their government service lines to outsourcing businesses.
Now the main issue is how to administer the cost of this business on the technology side and at the same time preserve the point of quality control level on the staff side.
As a rule, outsourcing companies possess technologies aiming at achieving this purpose. The cost of telecommunication hardware and fittings has been the principal financial anxiety of almost all call centers, particularly the outsourced ones.
Besides, there are concerns of connectivity, IPL reliableness and closeness to professional employees. Placing call centers to highly skillful areas diminishes the influence of having cheap workforce by spending extra funds on office upholding and wage competitiveness.
If such a technology where a call center line might be redirected to any place in the world at any time even to a cell phone, will it settle the problem? To some it will. If this technology is real and despite having employees work distantly from a call center itself, will it solve the issues? Perhaps it will.
If the technology enables you to administer your workers’ proficiency routings, live line supervision, live quality control observing and call recording? Will it diminish the loss of quality control? Maybe. If the additional funds as a result of the decrease of advanced equipment and brick and building mortar office are spent on quality voice and not VOIP IPLs? Will that improve the telephone quality? Probably.
As a result, the virtual call center has generated as many questions as it has answered. Though it has resolved many problems, the new ones have arisen…