Most call centers are located in a centralized location, with many call center agents working side-by-side in cubicles to answer phones or make outgoing calls. However, with the development of technology, alternative call center arrangements have emerged. Now, call centers can utilize remote agents, temporary agents, virtual call centers, and interactive centers. We’ll look at all of these options below.
Remote agents: Remote agents can work from home using a computer and phone. They can access their company’s network and receive incoming calls or make outgoing calls remotely. Remote agents offer several benefits to their business and enjoy a few of their own as well. Remote agents require less costs from the hiring company. Relying solely on remote agents eliminates the overhead associated with office building, office equipment, daily supplies and insurance. For an agent, the most important advantage for most people is the ability to stay at home while working. This means that there is no commuting or travel time and no related expenses.
Virtual Call Centers: Virtual call centers are smaller groups of agents that are connected to other call center agents but in a different location. These groups work closely with each other and provide support, interaction and support when needed.
Interactive centers: Interactive centers are more than just answering calls or making outgoing calls. Instead, interactive central agents handle email, online live chat, and other web-based communications.
Temporary employees: Temporary employees act like a replaceable workforce. They are only called when the call center volume is expected to be very busy. It allows the company to hire additional staff only when it is needed, for example during holidays or tax time.
With the continued growth of technology, phone service options that would not have been available even a decade ago are actually capable of reshaping the industry. The web’s new communication channels allow call centers to reach existing customers and potential customers in new and effective ways. The only limitation is the imagination of companies.
Still, some sales-focused call centers want to stay focused for a number of reasons.
Remote and virtual agents are not able to participate in the team atmosphere that can sometimes be motivating and rewarding for most call center agents. While remote or virtual location agents have the freedom and flexibility to work from home, they have less structure and more distractions than most highly structured professional call centers.
Companies looking to improve their sales are turning to US based call centers that focus solely on sales. It is a competitive advantage that the call center handles all calls in-house, with continuous sales training, strict quality control measures and your company values always in place when handling your call.