Home Based Call Centers: Summary
Home based call centers operations have grown significantly over these recent years. This phenomenon can be partly explained by the changes at how business is done today. Gone are the days when sales representatives had to literally go on foot door-to-door to sell products. Today, much of the market strategies rely heavily on telemarketing. What is interesting in this phenomenon is that call center operations need not necessarily be limited within the confines of a company building where rows of cubicle with customer care representatives are so neatly arranged. Many business organizations have opened the gates to the possibility of home based call centers. In so doing, call center operation, with the Internet and communications technology evolving tremendously, can be spread across multiple work environments including those that are called work-at-home virtual call centers.
The popularity of using the skills and talents from individuals who work at home has caught the attention of many businesses today. Notwithstanding the growing concerns on the quality of services as a result of offshore outsourcing, companies still look to the benefits of using home-based agents to perform some of the business functions for them.
Why home based call centers?
Savings is one important reason for many companies to consider using the services of home-based call centers. But there are challenges that need to be addressed. Many organizations fail to see that while their aim is to increase productivity at a significantly low cost, outsourcing some services can come at the expense of the quality of services. For example, a customer from the US who makes a call can feel very frustrated when it becomes difficult to understand an agent in a foreign land.
For this reason, setting up an in-house call center is wise if customer service or sales staffs are supported with Hosted Call Center technology. This can efficiently route calls and provides different ways to interact with customers. Interaction may be done through audio alone or with video or chat. The system also manages information gathered from customers by integrating the data into the customer relationship management software. Hybrid contact center solutions can be created that put together the in-house call center agents with the home-based call center agents.
Cost savings with home based call centers equals better profit
Home-based call center can be incorporated with the business’ in-house call center by using a Hosted Call Center. Such ability of the system offers additional benefits to business by supporting its staffing needs through tapping the local talents who have the ability to speak the local language of a local culture. Multilingual services in customer relations provide a competitive edge to a company because customers want to speak with someone at the other end of the line who is comfortable with the language.
Home-based or virtual call centers have been in existence since the 1990s, but their presence have never been felt at that time as companies raised concerns over the loss of control and supervision of an in-house call center. But today, the call center landscape has changed. Many home-based call center agents either work as independent contractors or part-time employees. This saves the company a significant amount of money because the need to pay for benefits is eliminated. In addition, capital outlay can be reduced as home-based agents provide for their own equipment like computers and telephones.
Home-based call centers are rich resources for business and appropriately incorporating hem into the business strategy could spell savings and profit. Technology has made all these things possible. Companies are exploring all the possibilities these new developments bring which address the limitations of the conventional ways of doing things.