Virtual Call Centers: Satellite Offices

2007-03-08 10:33:40

( Telephony )



BUSINESS PROCESS OUTSOURCING

A significant number of big companies have found it more efficient to outsource some of their business processes such as customer service, sales, technical support, and other similar services. Usually these services are about product support and information inquiries from clients which can be addressed through remote means such as the phone and the Internet.

Companies that do business process outsourcing for big corporations are referred to as call centers or contact centers. Call center solutions revolve around a sophisticated call center phone system and Internet system that allow interaction and feedback by telephone calls, emails, online chat, faxes, VOIP and all other remote communication protocols.

The advent of modern communications technology has allowed for offshore and remote call center solutions. If you have a compute and broadband Internet access, you can provide call center services right inside the comforts of your home.

WHY VIRTUAL CAN BE BETTER

The trend for outsourcing right now is towards virtual call centers. Virtual call centers involve small, low-scale call centers that are connected to one another. The main advantage of virtual call centers is that they are small, satellite operations that work independently of each other. This autonomous arrangement enables virtual call centers companies to provide higher service levels that a normal call center set-up cannot.

Virtual call centers have satellite offices spread over a number of different locations. This arrangement greatly improves response time because the inquiries are automatically routed to where there are available agents who can take the call. The logistics of virtual call centers are also easier to mange because it is decentralized and can be delegated to local administrators.

Always keep in mind that call centers rely heavily on technology, and that the reliability of virtual call centers depends on the integrity of the infrastructure that supports it. If you are interested in putting up this type of business, you must be willing to make the necessary investment.


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