Moving way ahead of the times

As we are trying to get to grips with the intricacies of the physical call centre, the virtual call centre is knocking on the door. There has been tremendous improvement in the customer care with the advent of call centres but not to forget the multiplication of the problems also. In fact if you speak of call centers today, the reaction of the public will be largely unsympathetic. It is an embodiment of appalling and lack of ability of the customer service division. This system has been instrumental in bringing forth a change in the way customer care businesses function.

The resultant outcome of the changeover to the virtual call centre is much awaited. The lesser the human interface the higher the problems that once can anticipate under this system. People from various disciplines propagate that the issues coping up in the call centres si due to the lack of human interface. The logic is that when people are speaking to one another they are more inclined to have empathy with the situation that they are dealing with. For example they point out the clues that facial expressions give which can never be replicated on the phone.

Assessing the future of the virtual call centre

The answer that this school of thought advocates is as radical as it is impossible to implement. It is not possible to reverse to the phone contact on the basis of the need to human touch. A customer service officer to provide solutions to you at any point of time may be the most desired decision. However in the real world such services will be too expensive to be supported by the business model. The customers will not be willing to pay for the enormous funding that is required to go back to those days. Some may even remark very rudely that those times were the archetypes of incapability.

For the people who have never believed in the call centre phenomenon anyway, the transition to the virtual call center will be a retrograde step. This will again be another source to lose the existing clients. The voice recognition will be severely limited since it will all become computerized. In spite of the developers trying their best the computer still has certain limitations. You and your clients will be left to interact only on the virtual call centre platform without any direct dealings.

Most of the organisations estimate that it is good business acumen to look at the millions of profits lost due to incompetence of humans in comparison to this system. In a virtual call centre there is no need for you to have a brigade of employees and you can have a control on the costs as well. There can be a lot of reservations about the efficacy of the functioning of the structure in dealing promptly with the snags in the transactions. I feel that this system is too good to be true.

Adam Smith is an in-house writer for PBX Plus, the provider of Free PBX and Virtual Call Center. He is a accepted writer on subject matters relating to tools used in offices.

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