Written by Beth Hildreth on May 30, 2013
Categories: Industry Articles

Call centers aren’t going away anytime soon. According to a recent survey, when help is needed with a product or service, 79 percent of customers prefer interacting with agents—real human beings, not automated virtual assistants—over the phone.

Because survey respondents were allowed to choose more than one preferred method of support, 33 percent said they liked email correspondence, 19 percent enjoyed web self-service or automated phone systems and 12 percent favored web chat. Eight other categories—including social media, video conferencing and text—were favorited by 10 percent or less.

When traditional phone conversation was eliminated as an option for preferred method of customer support, 69 percent of them favored an online phone call—with a real human being on the other end of the line—while 43 percent chose email and 31 percent chose web self-service.

What do these figures mean? That even as technology continues to advance, the value of live human interaction will never diminish.

So if maintaining a call center is an inevitability, how can your business take care of customers in the most efficient, helpful way?

Implementing a virtual call center can help businesses save money by eliminating the need to take on a capital investment and the utility costs and taxes associated with it. With a virtual call center, operations can run outside of the standard 9 to 5 business hours, allowing your business to cater more directly to your customers’ schedules, which don’t necessarily live between those eight hours. Because virtual call centers can employ people from anywhere in the country, companies can escape the limitations of geographic borders in the hiring process and attract the best of the best to join the team. The flexibility to work from anywhere has proven to be a perk that leads to lower employee turnover, which will benefit your business in retaining knowledgeable employees.

Momentum Telecom’s virtual call center solution will drive results for your business. You can learn more about the platformhere.