The Secret to a Successful Remote Call Center

The Secret to a Successful Remote Call Center

The digital revolution, and all of the incredible, affordable technological functionality it’s delivered to businesses large and small, has made it possible for many entrepreneurs to set out on new ventures. Many small businesses work out of the owner’s home—many have as few as 1 to 3 employees. Most companies now manage remote contact centers and call centers to manage customer requests, questions, and concerns in an effective and modern way.

In some cases, these remote companies have plenty of manpower in terms of actually delivering their services, but as business picks up, it can be difficult to manage certain administrative tasks without expansion or outside help.

While expansion is sometimes necessary, third-party solutions are frequently the better bet for small businesses. Vendors have recognized the booming small business and work-from-home market, and are eager to provide customizable, scalable services at reasonable costs. This is particularly true when it comes to virtual call centers. Incorporating a virtual call center into your remote business offers a number of benefits.

 Building a Professional Brand

If you run a business from your home, you know just how important it is to manage your brand in as professional manner as possible. While the stigma associated with home-based businesses is slowly fading, it hasn’t disappeared yet. All organizations have to put forth effort to present themselves professionally, but those that are operated from a home office have an additional hurdle to overcome. Of course, if you run a business from home, you may well work primarily online. That means your “office” is your website, so you don’t have to worry about that aspect.

But you do have to worry about how you communicate with your customers. When business is booming, you don’t want your phones to go unanswered, or for customers to be on hold for hours on end. You don’t want to become so overwhelmed and flustered by emails, calls, and instant messaging chats that you aren’t able to manage your company’s other operational necessities. That’s where a remote call center comes in.

A remote call center can provide you with a third-party resource that can act as a help desk, properly route calls, collect information or orders—really, whatever you want. You just have to find the right vendor, and there are more vendors for these services than ever before, and they’re offering more perks and features at more affordable prices than you might think possible.

When your customers call your business number and are routed to a professional, knowledgeable remote call center, they’re provided with timely, punctual service—just as they would be if they were calling an enterprise-level, Fortune 500 company. This level of professionalism, accomplished by employing a work-from-home call center service, can make the difference between a customer choosing your company or one they perceive as being more established or reliable.

 What Call Center Management Services Can I Expect?

One of the hurdles that some work-from-home business owners have to overcome is simply not being knowledgeable about the features and services available. They may assume that call centers can’t assist customers correctly, or that their services are provided on too large a scale to be affordable or useful for a small company to run from a home office.

The fact of the matter is, a remote call center can do more than most small business owners imagine—and their services are frequently tailored to exactly what the business owner is looking for. That means that even the smallest company only needs to pay for the features and options they need. Many small business owners find that employing a third party call center actually saves them money and increases their profits—because their employees are able to focus on their core competencies.

Some of the features offered by virtual call centers include:

  • 24/7 support
  • Security compliance, including HIPPAA, PCI, and FISMA
  • CRM platform integration
  • Help desk tasks using company knowledge base
  • Built-in redundancy—your customers will always be connected
  • Call center scripting
  • No expertise required on the business owner’s part—IT or otherwise

 Finding the Right Remote Call Center Software

Not every service offers the same features, and some may be better for your business in terms of features, affordability, or services. So how do you choose from the myriad vendors competing for your attention? Use our comprehensive comparison tools to compare contact center vendors which includes average ratings and top-billed features at a glance. You’ll also be able to explore each vendor in greater depth.