Written by Beth Hildreth on August 2, 2013
Categories: Industry Articles

When you take a look at some of the things that could be detrimental to the success of your virtual call center, one of the items that should be considered is the quality of your customer service. When customers call your team, it’s usually because they can’t figure out how a product works, the product isn’t working correctly or they have a grievance about something. These customers are likely not in the best of mood, so it’s very important that your employees offer stellar customer service and make the experience as positive as possible.

Web conferencing tools allow for productive collaboration amongst your employees. In addition, the tools save your company time and money, as employees can connect instantly rather than having to travel from Point A to Point B to meet up and begin working together on a project or attend a meeting.

 As is the case with most things, there are a lot of misconceptions regarding Web conferencing. Let’s take the time to debunk five myths surrounding the technology:

1. It’s too expensive: Many people think you have to acquire expensive equipment in order to conduct successful Web conferencing sessions. Rather, browser-based solutions are available and many computers these days come with built-in cameras.

2. It’s too impersonal: Just because you’re not in the same room as the other people you’re conferencing with doesn’t mean the conference itself is impersonal. With audio and video conferencing tools, you’re able to have a virtual face-to-face meeting.

3. You have to download software: When web conferencing was first being developed, this might have been the case. But now companies offer browser-based solutions that let conference attendees simply log onto a URL and connect instantly.

4. You need a dedicated conference room: The fact is that web conferencing can be done from anywhere—your office, your bedroom, a coffee shop or even the airport.

5. It’s not safe: Some people worry that because a Web conference takes place over the Internet, vital company information could potentially be accessed by people from the outside. However, Web conferencing solutions provide encrypted connections, so only authorized conference attendees are allowed.