For a long time, small and medium-sized organizations could not afford a full-time customer contact centre due to the huge overheads and recurrent charges involved with them.
Then, outsourced call centres came along and bridged the gap somewhat.
But even an outsourced model can be too pricey, especially for micro-businesses.
The arrival of VoIP though has levelled the playing field.
Today, even if you are a one-man outfit, you can have a reliable and scalable contact centre for your business at costs that are tailored to suit your budget.
That’s one of the reasons why most businesses these days are swapping traditional call centre setups for outsourced VoIP models.
The biggest draw of a virtual VoIP call centre is that it can be functional from any remote corner of the world, as long as you or your employees have internet access.
The calls will be routed through an IP network in place of a conventional phone line.
This allows you to hire freelancers in place of permanent employees for your call centre. Also, no office space needed.
Many virtual call centres are manned by part-time employees who work from their homes. No kidding!
If you have walked into a physical, business call centre, you will be alarmed at how chaotic it can sound. Stress levels are at an all-time high. SLA levels have to be met. A minimum number of calls have to be answered each day.
The stress from one employee can quickly rub on to the other affecting productivity and performance.
A virtual VoIP call centre, on the other hand, is less stressful.
The employee can work from just about any place that meets the bare minimum requirements. They save money otherwise spent commuting in bumper to bumper traffic.
VoIP call centres these days integrate features like automated call distribution (ACD) and interactive voice response (IVR), which filters calls and directs it to the most appropriate person who can answer it.
This allows employees to set their work times if need be.
For the business, this translates into significant cost reduction.
Scale your business
As your business grows, so will the demand on the physical call centre. Let’s say you started off with 15 call centre employees who can answer a maximum of 1000 calls a day.
Two months down the line, your sales are increasing and so is the influx of calls to your call centre. You have only one option.
To make scheduled downtimes and expand your infrastructure to accommodate new employees who can handle the increased volume. Now think of the number of times that you will have to do this in two years.
A VoIP call centre, on the other hand, is scalable at the click of a button.
Just increase the bandwidth of your internet and you can add as many lines to the existing call centre as you need.
If you are still struggling with obsolete call centre systems that are leeching away your marketing budget and your resources, then now’s the time to switch to a virtual one.
QUESTIT specializes in helping companies set up bespoke virtual call centres.