When a company is faced with the critical decision of choosing the platform to base their call center operations on they are faced with a new set of options.  The old traditional model of equipment based versus the emerging one of those provided virtually require consideration of questions not previously asked.  Typically, a call center consultant or manager who has worked with equipment based platform solutions will argue “if we own our equipment then the cost to maintain what we already have versus the monthly cost of a virtual platform …

Q: Been reading quite a bit on this topic and would like some clarification.
How does a virtual solution stack up against a traditional hardware based solution including:
ROI (Capex)
Technology Integration with existing infrastructure
Deployment
Bandwidth reliability and ongoing support
A: The question of Virtual Platforms to support In-House Teams or Virtual Teams has been in high interest in recent years for obvious functional and financial reasons. To respond to your questions:
ROI (Capex):
These items are usually separate in that ROI is a return on investment and CapEx is an actual expenditure or funds applied to …

Virtual Call Centers: A Way of the Future
Way back in the past, there were huge brick and glass buildings, looming up in the sky and mastering the city streets. Those buildings were filled with employees, all doing basically the same thing and the costs grew out of control. Soon, the buildings grew outdated and were torn down for even bigger and grander designs, until one day they grew so big that they collapsed the companies that built them.
The sheer cost of keeping a building of any size up and running …

If you are an extremely small specialty company and only get a handful of calls per week, then a hosted virtual call center is probably not for you. However, for nearly every other company, regardless of size, the call center can save time, money and needless equipment purchases. Remember, the more equipment that you have, the more potentially expensive breakdowns and other issues there will be to deal with. Technology is moving so quickly that as soon as you work all of the kinks out of your newly installed system, …

“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 …

Managed service providers have made it easy for everyone who has ever considered using an answering service or setting up a dedicated call center for their business to do so.  By using professional call takers who work from their homes, managed service providers are able to offer the right level of professional communications service to all kinds of businesses.
Some businesses may have briefly considered hiring someone to help them answer telephone calls but dismissed the idea as too costly or complicated. Since managed service providers have gained popularity and are …

One such push for virtualism is undoubtedly the tough economic times and the cost savings found in switching from an in-house work force…

When you think of a call center, do you imagine switchboard operators and a noisy background?  Managed service providers have changed the way call centers operate, and it is for the better.  If you could do one thing to enhance the quality of your day- to – day business operations, what would it be?  Chances are, you would like to offer better customer service in some way.  One way to accomplish that is to ensure that when your clients need to contact you in person, using the good old – …