A virtual contact center operates without a physical office, allowing agents to work remotely while managing customer interactions through various channels like phone, email, and chat.
For example, let’s say you run an online store. Instead of having all your customer service staff in one location, you can hire agents from different cities or even countries.
They can handle questions about orders, returns, or product details via phone, email, or chat, all while working from their own homes. This setup saves you money on office space and allows you to provide support around the clock, as agents in different time zones can take shifts.
What Features Does a Virtual Contact Center Have?
A virtual contact center combines technology and remote work to streamline customer interactions.
With features designed to enhance efficiency, these centers enable agents to provide support from anywhere.
Let’s discuss each feature in detail:
1. Cloud-Based Communication
One of the coolest features of a virtual contact center is cloud-based communication. So, what does that mean?
Well, instead of having all the technology and information stored in a big office, everything is kept in the cloud. This is like having your important stuff saved on the internet, so you can access it from anywhere!
With cloud-based communication, agents can work from home, a coffee shop, or even while traveling. It doesn’t matter where they are, as long as they have an internet connection.
2. Multi-Channel Integration
Another awesome feature of a virtual contact center is multi-channel integration. This means that agents can talk to customers in different ways, all from one place.
Customers today want to reach out via phone, email, chat, or even social media like Facebook and Twitter. With multi-channel integration, agents don’t have to switch between different systems for each channel; everything is connected!
Imagine a customer sending a message on social media and then deciding to call for more help. With multi-channel integration, the agent can see all the previous interactions with that customer, no matter which channel they used.
This makes it super easy to give personalized support.
3. Remote Workforce Management
Since agents are spread out and working from different locations, businesses need special tools to keep everything running smoothly. This is where remote workforce management comes in!
With these tools, managers can schedule shifts, monitor agent performance, and track how well everyone is doing – all without needing to be in the same office.
For example, they can see who is available to take calls, who needs a break, and how quickly agents are responding to customers. This helps ensure that there are always enough agents available during busy times. Plus, it allows managers to provide support and feedback to agents, helping them improve and feel connected, even from afar.
Should I Opt for a Virtual Contact Center?
That’s an interesting question! And there’s no straight answer to it.
Like any other business advice, this also depends upon the kind of preferences or goals you have set for your business.
For example, at HiredSupport, we try to form a mix of hybrid approaches to manage our agents. However, we also noticed that remote work hinders collaboration between the teams and communication gets lagged up.
This brings down to the next question, and that is “What are the pros and cons of opting for a virtual contact center?”.
The answer to this question will help you to make the right decision by understanding your own contextual problems and business goals.
Cool, let’s dig down on it.
Pros of a Virtual Contact Center
Following are some of the good points that you can consider if you are thinking about a decision to choose a virtual contact center.
1. Savings on Physical Space and Utilities
Switching to a virtual contact center can save a lot of money. A physical call center usually costs a lot because of rent, utilities, and equipment.
For example, it can cost around $25,000 to $50,000 for each agent every year. In contrast, virtual centers allow agents to work from home, which cuts down on these costs significantly.
On average, you can expect to save about 30-50% by going virtual. If you have 100 agents, a physical center might cost you between $2.5 million and $5 million each year.
By moving to a virtual setup, your costs could drop to between $1.25 million and $3.5 million. That’s a big difference!
Cost Comparison Table
| Cost Category | Physical Contact Center | Virtual Contact Center | Estimated Savings |
|---|---|---|---|
| Rent and Utilities | $1,000,000 | $0 | $1,000,000 |
| Equipment | $500,000 | $200,000 | $300,000 |
| Office Supplies | $100,000 | $20,000 | $80,000 |
| Staffing Costs (100 agents) | $2,000,000 | $1,500,000 | $500,000 |
| Total Annual Cost | $3,600,000 | $1,720,000 | $1,880,000 |
This table shows the potential savings clearly. By choosing a virtual contact center, you can save more money for other important parts of your business!
2. Access to the Global Talent Pool
One great feature of a virtual contact center is access to a global talent pool. This means you can hire agents from anywhere in the world, not just your local area.
Imagine being able to find the best people for your team, no matter where they live! This flexibility helps you choose agents who have the right skills and experience for your business, which can lead to better customer service.
Also, hiring from a global talent pool allows you to work with different time zones. This means you can have customer support available 24/7.
If one agent finishes their shift, another agent from a different part of the world can take over. This way, your customers can get help whenever they need it, making them happier and more likely to return to your business.
3. Flexible Scheduling
Another fantastic feature of a virtual contact center is flexible scheduling. This means that agents can work hours that fit their lives, instead of a strict 9-to-5 schedule.
For example, some agents might prefer to work in the morning, while others might like evening or night shifts. This flexibility helps agents balance their work with personal commitments, like family or school.
Happier agents usually do a better job, which benefits your customers.
Cons of Virtual Contact Center
If you have made your shift towards a virtual contact center, you need to be ready for some of the anomalies as well.
1. Communication Challenges
One of the big challenges in a virtual contact center is communication. When agents work from different locations, it can be harder to stay in touch. Imagine trying to solve a problem with a customer, but you can’t just walk over to a colleague for help.
Instead, you have to send a message or make a call. This can sometimes lead to misunderstandings or delays in getting the right answers. If an agent doesn’t get the information they need quickly, it can frustrate both the agent and the customer.
Also, when people communicate through text or chat, it’s easy to misinterpret what someone means. Without facial expressions or tone of voice, messages can sometimes come across differently than intended.
Also Read: What are the 7 Communication Styles [Updated 2024]
2. Technology Dependence
Another challenge of a virtual contact center is the heavy reliance on technology. Since everything operates online, if there are any technical issues, it can really disrupt the whole system. For example, if the internet goes down or the software has a glitch, agents might not be able to take calls or access important customer information.
This can lead to delays in helping customers and can be very frustrating for both agents and the people they’re trying to assist.
Moreover, not all agents may be equally comfortable with technology. Some might struggle to use new tools or troubleshoot problems on their own. This can slow down operations and affect overall performance.
3. Inconsistent Customer Experience
In a virtual contact center, one challenge is providing a consistent customer experience. Since agents work from different locations and may have different levels of training or experience, the quality of service can vary.
For example, one agent might handle a customer’s issue really well, while another might not be as effective. This can leave customers feeling confused or frustrated if they get different answers from different agents.
Additionally, when agents are not working closely together, they might not share best practices or tips for dealing with tough situations. This lack of teamwork can lead to inconsistencies in how customers are treated.
While virtual contact centers offer a lot of cost savings, they can sometimes ruin customer experience. I remember starting my call center business back in 2016. We chose the remote first option for all employees.
I did this for two reasons: 1) to offer flexibility for all the employees and 2) to maintain a cost balance for the in-house utilities.
For 2 years, I applied this policy, and the following were the results:
- Lost our biggest client
- Low CSAT rate
- Low agent performances
So, we made the decision – we ended our journey with a virtual contact center and shifted in-house.
To save, my opinion would be to outsource.
Top 3 Virtual Call Centers You Can Consider to Outsource
1. HiredSupport
HiredSupport is a California-based virtual contact center solutions provider established in 2010. Over the past decade, it has worked with more than 100 clients worldwide, serving industries from eCommerce to the home improvement sector.
How does HiredSupport help business owners with a virtual contact center solutions?
HiredSupport is one of the top-rated virtual contact center solutions provider companies in the USA, offering affordable plans starting at just $7/hr. This allows small businesses to get up and running without stretching their budget.
Trusted by companies like Healthy Stuff, FIXD, and Cointree, HiredSupport has boosted customer satisfaction scores by 37% and cut response times by 41%.
HiredSupport has been featured in major outlets such as CNN, HubSpot, and Zapier for its quality data cleansing services.
With a 4.9/5 rating on Clutch, it’s a reliable choice for small businesses looking for virtual contact center solutions, which would eventually help them reduce costs.
Does HiredSupport Provide a Virtual Contact Center Solution?
Yes, HiredSupport offers virtual contact center solutions, along with the following:
- Appointment Setting
- Technical Support
- Back Office Support
- Phone Support
- Email Support
- Data Processing
- Data Entry
- Answering Service
Free Trial and Pricing
HiredSupport’s pricing starts from $7/hr. This is one of the few virtual contact center companies that offers a 7-day free trial to businesses which can be canceled anytime.
2. Genesys
Founded in 1990, Genesys has established itself as a frontrunner in the call center industry, serving businesses across various sectors including finance, healthcare, and retail. With decades of experience, this virtual contact center solutions provider focuses on providing innovative cloud-based contact center solutions that prioritize customer experience.
Their powerful platform allows companies to harness integrated data effectively, ensuring every customer interaction is personalized and meaningful. By leveraging AI and advanced analytics, Genesys helps businesses anticipate customer needs, resulting in improved satisfaction and loyalty.
Services Offered
- AI-driven analytics
- Omnichannel support
- Customer journey mapping
- Workforce optimization
Free Trial and Pricing
Genesys doesn’t disclose its pricing strategy on the website. This virtual contact center solutions provider doesn’t offer a free trial.
3. Avaya
Avaya has been a key player in the communication solutions space since its founding in 2000. They serve diverse industries, including financial services, education, and healthcare, providing integrated communication and contact center solutions.
Avaya’s commitment to innovation is evident in its AI-driven technologies that enhance customer engagement and operational efficiency. By focusing on unified communications, this virtual contact center solution helps businesses create seamless interactions across all channels.
Services Offered
- AI capabilities for predictive insights
- Multi-channel engagement
- Real-time performance monitoring
- Customizable reporting
Free Trial and Pricing
Avaya doesn’t disclose its pricing strategy on its website. This virtual contact center solutions provider doesn’t offer a free trial.
Conclusion
If you are unsure about which virtual contact center solutions provider to choose, I recommend going for HiredSupport. This virtual contact center solutions provider has a 4.9/5 star rating on Clutch. This means that it is trusted by businesses across the world for its quality services.
This agency offers a 7-day free trial, and you can start with a payment plan once you are fully satisfied with their services. Pricing starts at $7/hr which is the most affordable virtual contact center provider in the industry.
You can also request a quote from their sales team (1 (800) 655-5891, email: [email protected]) to measure how much you can save by outsourcing to HiredSupport.
