A virtual call centre as the name suggests is a type of call centre set up in which the offices or the nodes are not located at one specific location or site but are rather dispersed all across the globe. The employees of such a virtual office need not go to a conventional office, instead they work from home to support and maintain the call centre operations.
Such a set up offers a lot of benefits both for the employers as well as the employees which are tabulated as follows:
For Employers
- Reduced costs and expenditures as the employers don’t need to spend money on infrastructure and logistics like they don’t need to invest in areas like leasing an office building, electricity, water and other such miscellaneous expenditures.
- Reduced costs in other HR expenditures.
For Employees
- A virtual call centre set up offers a flexible environment to the employees and employees can work according to their schedule.
- Increase in employment avenues for job seekers as the constraint of geographical location is non existent in such set up.
Several firms are adopting this set up and have been able to cut down their employee turn over rates by great amounts ranging from 45% to 90%.My Twinn a leading doll manufacture has successfully implemented this topology and owing to high operational efficiencies of this model the conversion rate of inquiry to orders has increased by 30%.
