Contact centres play an important role in delivering a great customer service. To adapt to the changing trends, businesses are now shifting their conventional contact centres to the new Virtual contact centres (VCCs).

1. Are Virtual Contact
Centres the Future?

2. Contact centres have been in existence for
a while now. Previously, customer
interactions took place via call centres.

3. These customer support centres
required heavy hardware set-ups and
offered only a few basic features.

4. Slowly, as technology
advanced, customer
expectations also grew. Clients
now expect immediate query
resolution, keeping businesses
on their toes.

5. This is where a contact centre
comes into play. It facilitates
quick customer interactions in
more ways than one, whether it
is messaging, emails, social
media or more.
With the right software, It can
even enable you to provide
omnichannel customer service.

6. The Covid-19 pandemic forced
businesses across the globe to
move to the remote working
model.
What started as a temporary
arrangement soon became the
new normal, owing to its
numerous advantages.

7. Contact centres, with their flexible
plans and customisable features,
worked well with this shift. They
helped clients and businesses
navigate to stability through the
chaos.
Let’s look at what virtual contact
centres are

8. Virtual contact centres have the
same goals as traditional call
centres.
The only difference is that they run
on the cloud and allow employees
to work from anywhere with just a
computer, IP phone or mobile and
a stable Internet connection.

9. VCCs offer benefits like call
conferencing, barging, routing, and
distribution, employee performance
monitoring and much more.

10. Here are the main reasons
why virtual contact centres
can be the future of contact
centre businesses

11. EASY MANAGEMENT

12. On-premise contact centres
require new equipment and
software in case of any
upgrade.
Whereas updating a cloud-
based contact centre is a very
simple and quick process.

13. SAVES COST

14. Cloud-based contact centres
eliminate the expense of
physical buildings as work
happens over the Internet.
Businesses don’t have to spend
on office spaces, stationery,
and the likes. And employees
too save travel and other work-
related expenditures.

15. FLEXIBILITY

16. An on-premise contact centre
requires employees to work in
multiple shifts or have
branches in different time
zones.
With VCCs, organisations can
hire staff from different time
zones as needed and they can
work from the comfort of their
homes.

17. SUSTAINABILITY

18. Virtual contact centres are not
just business-friendly, they’re
environment-friendly too.
When people work from home,
their carbon footprint reduces.
Low fossil fuel consumption
reduces greenhouse gas
emissions, making the world a
better place to live in.

19. Customer service is important for
businesses of all industries. A
VCC provides a bird’s eye view of
the teams’ and business’
performances.
Managers are able to proactively
resolve issues and deliver
exemplary customer experieces.

20. About us
Acefone delivers cloud-based
communication services that ensure the
complete security of your business data.
Our solutions include hosted phone systems,
CRM integrations and help desk integrations
that offer seamless communications and let
you work from anywhere without burning a
hole in your pocket.
To know more visit www.acefone.com/uk/
or call us at 0800-084-3663

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22. Reference​
How Will The Contact Centre Work After
Five Years?