4 Reasons to Switch to a Virtual Contact Center


Today's technology allows organizations to operate with greater flexibility than ever before. And because businesses now have the option to expand their hiring options with a more flexible work model, they'll likely find the right skills and talent necessary for key positions, regardless of physical location.

The contact center industry has begun to recognize the value of outsourcing by shifting to virtual contact centers – especially in the midst of COVID-19, which has made remote work the new normal. Traditionally, contact centers operate within physical spaces and make use of on-premise hardware and equipment, often resulting in costly maintenance. but shifting to a Hosted VoIP platform changes the game. Here are some notable advantages to take note of:

1. Your team can work remotely, from 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. In a time when most businesses are reeling with the economic impacts of the pandemic, there’s no need to invest in costly real estate, equipment or create a separate IT team to manage physical equipment. All you need is reliable internet access in order to make and receive calls through an IP network.

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 strict 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. Remote work also provides an opportunity to save money and time by eliminating the daily commute to and from work. All of these factors uniquely contribute to creating a happier 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 growth.

A physical contact center means that your growth as a company is limited by your current space and equipment. Imagine 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 additional contact center features.

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 does more than empower contact center employees with the same features that companies have come to rely on. In addition to reliable call queuing and interactive voice response (IVR), managers have access to numerous coaching features and data monitoring and tracking functionalities that allow them to review performance and improve operations.

Get better interactions with GoTo Connect Contact Center as a Service (CCasS)

With GoToConnect, you get:

  • Average cost savings of 43% on phone expenses
  • 99.995% SLA uptime reliability
  • Fast, 24-hour deployment time for Support Center
  • Clear, economical pricing
  • Real-time dashboards for agents and call queues

If you're looking to improve contact center connectivity in the midst of a dispersed workforce, get in touch with us today! GoTo Connect gives you the freedom to choose the best application to drive better customer satisfaction and grow your business – without the complexity of conventional call center tools.