With a growing number
of companies, who rely on major in-house call centre
operations, beginning to realise that outsourcing,
at least their customer facing call centre operations
may not be the panacea that they first thought….what
is the alternative?
There is no doubt that an increasing number of countries
are following the example of India, and South Africa
and promoting themselves as havens for the outsourcing
of call centre operations in order to reduce the
operating costs of existing call centres in the western
world. However, more and more consumers are rebelling
against this trend citing cultural differences, language
barriers, and the failure of the Agent to fully understand
the nature of the problem being reported.
Equally, there remains a shortage of skilled labour
in many western countries, given the continued growth
in their economies - especially in the UK - which
is helping to maintain high labour costs, which are,
in turn, generating higher building maintenance costs,
security costs, etc as well as high utility costs – not
to mention salaries paid to competent call centre
Agents.
The alternative is therefore to
facilitate the operation of a call centre…without
creating the overheads of a conventional call centre….and
by recruiting highly skilled call centre Agents who
could so easily
work in a call centre but cannot travel to work in
a call centre, A Virtual Call Centre. The mothers
of young children, single parents, the disabled,
the
more
mature members
of
society who also need to care for their infirm or
elderly relatives. All could quite easily work from
home, or at least possibly closer to home fulfilling
a role as an experience call centre Agent.
After all what is a call centre
other than a properly trained person, sitting at
a desk in front of a PC
with a live data connection and a telephone or head
set in their ear – who is able to answer the
questions of an ever demanding public.
For more information on GemaTech’s virtual
call centre products please see the GemTech
Products section
of this web site. |
