The words “contact center” conjures up the image of a long rows of agents seated at their desks, tethered to their headsets and computers, and watched over by managers walking up and down the aisles. However, with the widespread availability and use of modern technology like hosted software, broadband network services, Voice over Internet telephony and home computers, this image is undergoing a dramatic change.  

In a Virtual Contact Center, agents are located across multiple locations. They can service customers without any change in how the customer perceives they are reaching an agent. And this is a rapidly growing phenomenon. According to industry research from IDC, the number of US at-home agents will triple from an estimated 112,000 in 2005 to 300,000 by 2010. 

Note: IDC, a subsidiary of IDG, the world's leading technology media, research, and events company, is a premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1000 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide.  

With a Virtual Contact Center, your base of operations is no longer restricted to a single building, but can be spread across cyberspace. Your agents don't need to commute to office everyday, they can simply log in from their homes. Moreover, you can significantly reduce your investment in technology infrastructure for your agents – a simple broadband connection and a telephone at every agent’s home will suffice.  

Implementation of a Virtual Contact Center solution will establish the most efficient call routing to the most skilled agents regardless of location. In effect, with our Virtual Contact Center design solution you will enjoy the following benefits: 

Ø Lower infrastructure costs

Ø Attract more educated and qualified workforce (according to IDC, 75% of at-home agents have college education, compared to 20% in traditional establishments)

Ø Greater productivity (High performing agents tend to perform even better when they're working from home)

Ø Lower employee turnover (with work-at-home benefits, fewer employees will opt to leave) Of course, a Virtual Contact Center is not without its challenges. A recent report by Cambridge, Mass.-based Forrester Research Inc. points out training, quality and performance as possible problem areas. Hence, VR recommends the following solutions as part of our Virtual Contact Center package to deal with these matters: 

Ø Quality monitoring and performance monitoring capabilities

Ø E-learning and training facilities

Ø Proper security protocols and their implementation 

With our Virtual Contact Center Design solutions, the entire (cyber)world is the launch pad for your new contact center.