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Sunday, February 3, 2008

Benefits of Having a Virtual Call Center

A virtual call center is a call center that can function using the Internet as their infrastructure. A call center is a business that works by absorbing certain business functions of a corporation so that the client organization is free to concentrate on other business functions to stay competitive in its industry. Hence, all call centers need a call center solution that can help make the call center more productive and more profitable. One such virtual call center solution is the Oracle Contact Center Anywhere call center software which is now being offered by Promero (a Certified Partner of the software manufacturer Oracle.)
The first benefit of using this virtual call center solution is that the call center agents need not be concentrated within just one geographical location. Rather, the call center company can become a virtual call center running different smaller virtual call center facilities in different places. This means that though your main contact center may be located in the US, the virtual call center technology allows the company to also have a virtual call center in the Philippines, a virtual call center in Indonesia, and maybe a virtual call center in India (as deemed necessary by your company.) This makes the Oracle Contact Center Anywhere call center solution a boon to companies that need to have dispersed operations throughout the world.
Second, this call center software is said to provide excellent return-on-investment for the call center company using it because it can heighten agent productivity. Agent productivity leads to successful contact center operations. Your contact center agents gain the capacity for seamless switching between an outbound to an inbound call and vice versa because of this call center solution agent interface.
Third, the call center technology behind this Oracle call center software allow remote contact center agents to function on the same level as real-time users.
Fourth, it is adaptable for use by a virtual call center of any size. So whether you have one virtual call center in Manila, Philippines which is manned by just 10 agents while another virtual call center of yours based in Calcutta, India has 100 agents, this virtual call center software can be scaled up or scaled down as needed for your enterprise.
Fifth, this virtual call center solution is reliable enough to serve as a back-up disaster recovery system for the contact center, guaranteeing that the system will always be functional throughout all aspects of the call center system.
Sixth, call center technology has progressed so much with this virtual call center solution that supervisors can monitor and guide agents even from remote locations. This means that if you are a contact center supervisor based in the US and you have an agent in the Philippines who needs help during a call, the Oracle call center software will permit that in real time.
Seventh, the Call Recording function of this call center technology permits the call center virtual transactions to be recorded appropriately so that the call center staff can review the details of the transactions as needed.
Eight, the virtual call center software uses call center technology that is compatible with every phone type.
Ninth, this virtual cal center solution from Oracle is compatible with nearly every type of hardware configuration.
Lastly, customer relationship management improves because agents are able to meet more needs even for the same prospect or customer with a more effective call center solution.
So if you are planning to put up a call center of your own, no matter how small or large, you may want to consider using the Oracle Contact Center Anywhere product instead.

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