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October 8, 2019 | By

4 Reasons to Switch to a Virtual Contact Center

Technology allows more organizations to operate with greater flexibility. Companies have the option to expand their hiring options to a global scale. This ensures that they find the right skills and talent necessary for key positions in the organization, regardless of location.

The contact center industry is also beginning to recognize the potential of outsourcing by shifting to virtual contact centers. Traditionally, contact centers operate within physical spaces and make use of on-premise hardware and equipment. This usually results in costly maintenance. Shifting to a Hosted VoIP platform changes the game. Here are some notable advantages to take note of:

1. Your team can work remotely, anywhere.

One of the most well-known advantages of having a robust Hosted VoIP platform to back your contact center operations is the ability to work remotely. This allows you to build a virtual team, located anywhere in the world. All you need is reliable internet access in order to make and receive calls through an IP network. There’s no need to invest in costly real estate, equipment or create a separate IT team to manage physical equipment.

2. You create a more flexible work environment that promotes productivity.

Contact centers are notorious for having the most stressful, high-pressure work environments. Contact center employees typically work round the clock, follow shift schedules and deal with frustrated customers on a daily basis.

Giving employees the option to work remotely allows them to work from the comfort of their homes, which has been known to improve employee morale and work satisfaction. In fact, according to a study, more than 50% of people who already telecommute on a part-time basis want to increase their remote hours. Remote work also provides an opportunity to save money and time by eliminating the daily commute to and from work. All these factors contribute to creating a more stress-free work environment. Hosted VoIP ensures that team leaders are still able to efficiently manage their teams and monitor performance.

3. You create more opportunity for business growth.

A physical contact center means that your growth as a company is limited by your current space and equipment. Imagine if you started a contact center that housed a team of ten employees. If the business grows and doubles, a lot of the additional income that you earn will need to be dedicated to expanding your physical space and equipment to add members to your team. There’s also the fact that the logistics behind finding bigger spaces and additional equipment will take a lot of money and time, potentially causing disruptions to your operations.

In contrast, Hosted VoIP platforms allow businesses to easily scale up (or down) – especially for providers offering simple per-seat pricing for their services.

4. You have access to traditional contact center features…and more.

There’s a long-standing belief that virtual contact centers have limited access to the key features that make running a contact center efficient. However, Hosted VoIP not only empowers contact center employees with the same features that companies have come to rely on, they actually offer even more. In addition to reliable call queuing, managers have access to numerous coaching features and data monitoring and tracking functionalities that allow them to review performance and improve operations.

If your company is considering making the big switch to a virtual platform, contact us. We’d love to discuss what Jive can do for your business.


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