Blog The lesser-known benefits of outsourcing call center services

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The lesser-known benefits of outsourcing call center services

Virtual call centers and the At-Home Customer Service Rep are still relatively new concepts and many companies are still unsure if they should outsource customer service to off-site workers. Here a few factors to consider:


Those wary of virtual call center workers make the mistake of assuming that these individuals are not as dedicated as individuals that work in-person in a traditional call center. However, the fact is that call center employees are often looking for more flexible work environments for many reasons. At home agents are paid a competitive wage and when allowed to take calls in the comfort of their own homes, they are often eager to commit to the job.

Increased talent pool 

Because the virtual call center has the ability to establish secure communications with experienced customer service reps all around the US there is a nearly unlimited pool of prospects. With background checks and an elaborate onboarding process, you can be assured that the individuals that work for your business are carefully selected, engaged, skilled and reliable. When you outsource, you no longer  have to worry about issues like poor employee engagement or absenteeism.

Lower utility costs

A recent TechTarget piece profiled NetMotion Wireless, that moved from an in-person to a virtual call center staff. Management quickly realized that improved employee engagement was not the only benefit.

“Not only is it easier for the telecommunications company to recruit overnight workers, it also saved the company money on HVAC (heating, ventilation and air-conditioning) costs overnight, to the tune of $150,000 per month,” the article states.

A different, but related benefit is that in the event of a power outage, you don’t have to worry about your entire staff being unable to work. If a virtual representative does have an issue with electricity or the internet, there are often several trained agents who can logon to the system form a different locale, until the affected individual has their problem solved.

Many businesses can benefit from U.S.-based outsourced customer service solutions. They will have engaged, dedicated support specialists who are committed to helping customers resolve their issues.