The Benefits of a Cloud-Based Virtual Call Center During COVID-19

Everyone has heard the idea that artificial intelligence will be the leading workforce of the future one day. While people aren’t turning to robotics quite yet, transitioning to a virtual call center has become a reality for many — thanks to COVID-19. Managers are now undertaking the challenge of maintaining operations remotely and finding that
things are better than expected.

COVID-19: Unexpected Changes

The COVID-19 pandemic has pushed call centers around the world to change how they handle their agents and customers. It has upended different industries around the world, forcing them to close their doors. As cases have been spiking up, call centers are forced to look for reliable solutions.

When COVID-19 hit, most contact centers were unprepared to transition to the work from home model (WFH). During the transition, it was difficult for managers and agents to handle the stress of trying to replicate the necessary hardware and software. More than ever, managers maintaining operations from this new model are beginning to see
the importance of a virtual call center.

Especially during this unprecedented time, turning to the virtual call center model is ideal for contact centers to maximize performance and maintain efficiency.

Stress-Free and Easy Setup

A complicated setup that requires extensive hardware and software is not necessary with TCN’s cloud-based software. The last thing managers should worry about is trying to replicate equipment and risking a potential downfall in their abilities to serve customers.

As managers are starting to quickly realize, this recent pandemic came with new maintenance and customer service expectations. The setup required to begin using TCN’s platform takes less than a day. A contact center has no reason to halt performance — thanks to TCN’s structure.

The Push for Cost Efficiency

Due to COVID-19, there are increasing pressures to cut costs on all industries around the world. Whether a call center needs IVR, a Predictive Dialer, or the capability to handle inbound and outbound calls — TCN provides every feature with its affordable model. TCN’s cloud-based platform is based on a pay-as-you-go basis and ensures that managers stay cost-effective.

Transition for Home-Based Agents

Thirty-five percent of the customer experience (CX) workforce will WFH by 2023, up from 5 percent in 2017. The virtual call center model is a strategy that has real longevity. Fast Company predicts that remote work software, such as mobile work tools and virtual reality conferencing, will soon become the preferred form of communication.

As with any change in business, problems will arise that will need to be assessed and resolved. Some challenges that come from switching to the WFH model include a lack of face-to-face interaction with agents and ensuring that they remain proactive. With the right platform and KPIs, everyone is set up for success.

TCN clients use Agent Gateway through a web browser, which securely works with agents — only requiring a computer, headset, and an internet connection. All aspects of the stay-at-home model can be done through TCN’s cloud center platform.