As the telecommunications industry continues to focus more heavily on the concept of virtualization, the potential benefits of such a platform are moving into the call center. This can be a challenge to make the move in an environment that has stayed the same for so long, yet the benefits of a virtual call center are too many to ignore.

In a virtual call center, agents will primarily function from geographically dispersed locations. Many such agents can work from a home office or a group of agents may work together in one location that is located far from the corporate headquarters. In a virtual environment, these agents are not limited to performing only in one location, which provides considerable flexibility and scalability for the organization.

This is essential for the organization that is seeking to leverage key skill sets that may be lacking in a particular geographic location. The virtual call center allows for diverse facilities that can function from different places or from around the world. While the main center may reside in the United States, the virtual call center technology put in place allows a second or third center to be established in other countries.

While off shoring has not always enjoyed a favorable reputation in the U.S., the reality is that the world is getting smaller and companies must be able to care for their customers no matter where they are located. As a result, it may make good business sense to launch a virtual call center in the Philippines as agents there can handle customers calling in from that part of the world. With customer service as a key focus, the virtual call center plays an important role.

The virtual contact center also allows the entire organization to have access to specific call center technology that did not make sense in an in-house solution. The software used in a virtual call center environment not only offers an excellent return on investment; it also helps to create an environment in which agents can be more productive and effective.

In addition, the software used in a virtual call center is designed to provide agents with the tools they need to deliver the best experience for the customer. And, in those environments where agents serve as both inbound and outbound agents, they can rely on the virtual call center software to help them make the switch easily and seamlessly.

The virtual call center can also rely on technology to allow for the proper monitoring of calls and performance. No matter where the main organization is located, the virtual call center must be able to adhere to the rules and regulations of the country in which it operates. The virtual call center platform makes it easy for decision makers and managers in the home center to monitor activities performance to ensure compliance is a priority.

It was once understood that the call center was the most expensive department in the organization simply because of the necessary overhead to support all agents. Now, with the virtual call center platform in place, cost and operations can be streamlined so that the major focus is on the customer experience and driving ultimate success for the business as a whole.