Virtual Call Center To Solve Outsourcing Issues
The trend of outsourcing inbound and outbound contact centers the past few years have become a billion dollar industry. The main issue is of course the growing number of companies that move their outsourced contact centers offshore. The large numbers of Filipino English speaking personnel, Indian technical expertise, and very low cost Chinese labor have proven to be a worthwhile management decision for a lot of industries.
There is no need to discuss the advantages of outsourcing contact centers when even the government itself has begun outsourcing a lot of their public service lines to outsourcing companies. The main discussion right now is how to manage the cost of the outsourcing business on the technology side and still maintain a high level of quality control on the personnel side.
Outsourcing companies normally have technologies geared toward achieving this goal. The price for telecommunication hardware and equipment has been the main financial concern of most contact centers especially the outsourced ones.
There are also issues of connectivity, IPL reliability, and proximity to skilled workers. Positioning contact centers in areas where highly-skilled work live reduces the impact of having cheap labor by having additional costs on office maintenance and salary competitiveness.
If such a technology where a contact center queue can be routed to anywhere in the world at anytime even to a mobile phone, will it solve a lot of issues. If such a technology exists and in spite of having agents work remotely from a contact center itself, will it resolve such issues? Maybe it does. If the technology still allows you to manage your agent's skill routings, live queue management, live quality control monitoring and call recording, will that reduce the loss of quality control? Probably. If the savings generated from the reduction of sophisticated hardware and brick and mortar office are spent on US quality voice and not VoIP IPLs? Will that make the phone quality better? Most likely.
In the end, the virtual contact center technology has created as many questions as it has answered. It has solved a lot of problems while creating a lot of new ones. But aren't these factors the same ones that faced outsourcing as a whole when it was just starting out? Aren't these the same concerns a company has when it decides to go virtual? History has proven that it may not be for everyone, but if it's for you the impact to your business can be enormous.
The technology is already here. It is ready, it can do inbound and outbound calls from anywhere in the world to anywhere in the world. Monitor and manage in real-time from anywhere in the world. The real question is. Would your business model benefit from having such technology on your side? Definitely.
About the Author
The leaders of the great call centers in each industry meet once a year at the call centre awards ceremony of SQM Group. They award the most prestigious North American contact centre awards.
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