COVID-19 – A Catalyst for Virtual Call Centers Adoption


By Prakash Nagarajan, Co-founder and Director, Tevatel

The COVID-19 pandemic has driven the world into uncharted territories, so much that businesses have quickly adopted bold regimes which previously took meticulous planning and strategy to accomplish. The telecommunication industry is a prime example of the same.

With minimal employee movement, the customer experience (CX) businesses took timely continuity measures and adopted large-scale remote working operations. The pandemic-struck business environment has given wind to the already sought-after virtual call centre concept.

According to Gartner, thirty-five percent of the total call centres will be working from home by 2023, and the change can be sooner than expected.

Virtualization of Traditional Contact Centers –

Businesses are deploying cloud-based software solutions so that at-home agents can remain active and efficient anywhere with a reliable internet connection. The software solutions allow teams to work from home while remaining a cohesive unit and performing with ease and efficiency.

Virtual contact centre solutions create a unique and intelligent work environment than its conventional counterpart. The traditional calling setup included cloud-based data pipes that seamlessly handled vast inbound calling traffic in remote working conditions. Furthermore, integrating cloud services with existing CRM unlocks a suite of advanced features like CTI, Click-to-dial, powerful autodialer, and numerous others.

Overcoming Remote Working Challenges –
Perhaps the biggest hurdle for Telecommunication in COVID times is mobilizing unique contact center equipment. With zero hardware assistance, a virtual contact centre allows the agent to access work from any location through a single window and an easy-to-operated dashboard.

Beyond Business Continuity –

With high virtual reliance, a call centre can track the agent’s performance on various levels. It allows the operations department to analyze the translation of calls at any point of consumer interaction. Also, cloud solutions will enable you to track crucial Key Performance Indicators (KPIs) and find gaps in performance. Crew call helps create virtual meeting rooms irrespective of place and number of people.

Creating a Truly Intelligent and Cost-Efficient Customer Experience –
Besides being the key to productive customer experience teams, virtual call centers are also inexpensive, even compared to outsourcing. The CAPEX involved in initiating a contact centre can be prohibitive, and the ROI might take some years to churn substantial results.

A virtual call centre plummets various investment involved in a traditional setup to a single software subscription that is revolutionary for the industry. A sales team can have better targeting by hiring local people without them migrating to an office.

In these troubled times, a virtual call centre can be a silver bullet to handle all the continuity challenges faced by the off-site module. For the future, cloud-powered setups will gain more popularity and even transform the industry’s face as we know it today.


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