Virtual Call Center Myths Busted

Five Common Myths About Virtual Call Centers

Five Common Myths about Virtual Call Centers The Mythbusters Jim Ball Managing Partner Alpine Access Consulting Kate Lister Telework Researcher, Author Undress For Success -- The Naked Truth About Making Money at Home

Five Common Myths about Virtual Call Centers Why You Should Care •  Unlimited recruiting pool •  Happier workforce •  True redundancy •  Increase productivity/performance •  Cost savings •  It’s green

Five Common Myths about Virtual Call Centers Poll

Five Common Myths about Virtual Call Centers Control •  I can’t trust my employees •  I can’t manage my employees virtually •  I don’t know what they are doing •  They might be doing other things instead of work •  I can’t get my agents real-time information •  There will be a lot of background noise

Five Common Myths about Virtual Call Centers Truth: Work at home has MORE Control

Five Common Myths about Virtual Call Centers Technology •  It will be too expensive •  Software version control and tech support impossible •  Transmission delays •  I can’t get my calls out to them

Five Common Myths about Virtual Call Centers Truth: Today’s technology is cheaper, faster and more reliable than ever

Five Common Myths about Virtual Call Centers Complexity •  I can’t hire people without meeting them •  I can’t manage people without seeing them •  My training is too complicated •  The systems are too different and difficult to manage

Five Common Myths about Virtual Call Centers Truth: Work at home can save you time and simplify processes

Five Common Myths about Virtual Call Centers Security •  Access from home will compromise my company’s data security •  Employee systems will infect my infrastructure •  I can’t see what they’re doing with my customer’s private information •  Caller information is too sensitive to allow outside my physical facility

Five Common Myths about Virtual Call Centers Truth: Work at home is safer and has more security controls in place

Five Common Myths about Virtual Call Centers Culture •  Our culture is too important to us, agents won’t understand who we really are •  Agents won’t feel like they can advance •  Agents will be too lonely and will miss personal interaction at work

Five Common Myths about Virtual Call Centers Truth: People who work at home enjoy rich social interactions and absorb company culture

Five Common Myths about Virtual Call Centers Poll

The Five Common Myths about Virtual Call Centers Thank you for attending and welcome home! Kate Lister Jim Ball Managing Partner Author Undress For Success – Alpine Access Consulting jball@alpineaccess.com The Naked Truth About Making Money at Home www.alpineaccess.com kate@undress4success.com www.undress4success.com

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Virtual Call Center Myths Busted

by Kate Lister on Jun 24, 2009

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Virtual Call Center Myths Busted — Presentation Transcript