During a down economy is an excellent time to look at transforming your help desk (or service desk, or call desk) to a more efficient model. Trade in your clunker call center for a sleek new model! In the next few blog entries, you will learn some ways to do just that. By transforming your help desk, you will transform customer service which will position you to greatly increase your business.

What is an Integrated Virtual Call Center?

An integrated virtual call center consists of call center reps, home-based agents, field service engineers, and many others who may or may not sit within a given geographic location. These people are connected to one another, as needed, via cell phones and the Internet. They may be contacted directly by customers. They may also receive notification of incidents via cell phones or the Internet.

What is the driving force behind creation of a Virtual Call Center?

Virtual Call Centers are being created because there is a shortage of qualified people in a geographic location. They are also created due to the need to consolidate and integrate management and processes and cut costs. Leveraging costs from one area to another is a factor. They are also being driven by the desire of customers to have companies develop Internet-based communities. And they are being driven by social media and customers talking about service or lack thereof in the social media.

What are the advantages of a Virtual Call Center?

Companies are able to overcome talent constraints and improve employee retention by allowing people to live and work where they want and by tapping into talent that is not all located in the same geographic locale. Companies can receive information through chat, traditional and mobile phones, social media, and e-mail. Companies are able to leverage the information they receive via a number of channels. Companies can respond in a personalized fashion to customers. Enhanced service can be delivered more cost-effectively.