Future of Virtual Contact Centre (EMEA 5th Edition) 2024 | Group Futurista | 9 April 2024 | Online

Most people view call centres as cost centres within organisations because they tend to incur large costs through high staff turnover and training. So, in order to mitigate this, companies have sought various ways to restructure their contact centre. These ways include, introducing new technologies, outsourcing call centres entirely, or offshoring them. But every coin has two sides, so these different structures come with some drawbacks as well. Let's take an example of outsourcing a call centre, outsourcing call centre functions could affect staff training and product knowledge levels. This can lead to a subpar service being provided. Likewise, offshoring call centres can create language and cultural barriers for customers. This can negatively affect customer experience and therefore customer retention. Well, what if there was a way for companies to keep contact centre agents local, at the same time keeping costs down and staff turnover to a minimum? Good news is that there might just be a way and that's Virtual Contact Centre.