A virtual call center is a call center in which the organization's
representatives are geographically dispersed, rather than being situated
at work stations in a building operated by the organization. Virtual call
center employees may be situated in groups in a number of smaller centers,
but most often they work from their own homes. This is an attractive arrangement
for many employees: the hours are often flexible, and there's no dress code
or commute. For the organization, the virtual call center model saves housing
and equipment costs and can lead to lower employee turnover rates, which
tend to be high for physical call centers.
Switching to a virtual call center model can be very beneficial. One example:
My Twinn (a high-end doll manufacturer) went to a virtual model in 2000.
That year, 30% more inquiry calls were converted to orders, employee turnover
decreased 88%, and 90% fewer calls had to be escalated (transferred to a
higher-level employee), compared to 1999. For companies whose business is
highly seasonal, the virtual model also means that they don't have to maintain
large facilities year-round. My Twinn, for example, requires over 400 customer
support employees in their busy Christmas season, but only about 25 the
rest of the year.
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