“I have a question about the virtual platform as my company is currently considering switching from our current in house to a work from home solution. What are the benefits of going virtual besides some of the more obvious ones, and can you tell me of any other companies that have made the switch successfully?

I look forward to your response.
JR

Response:  Hi JR-

Great question. There are multiple benefits to moving to a hosted/managed (virtual) platform including:
1. No equipment to purchase, repair or replace.
2. With a virtual platform, it does not matter where the call center agents are so a company can dramatically decrease their overhead (facilities costs) by moving some or all of their agents to a work from home environment.
3. Built in “disaster recovery”.
4. Requires less internal staffing to manage a Virtual Call Center
5. It is a “Green” solution that cuts down on the cars on the road, smog in the air and utility costs.

Some of the companies that have implemented this solution include Jet Blue Airlines, Hilton Hotels, Escripts, Convergys, Etelecare and AAA. This is a trend you will see continue to grow due to the tremendous cost savings and because companies that have moved to a Virtual/Work at Home model have reported happier employees who are more productive.

Great Question!