Five Common Myths
About Virtual Call Centers
Five Common Myths about Virtual Call Centers


The Mythbusters


   Jim Ball
   Managing Partner
   Alpine Access Consulti...
Five Common Myths about Virtual Call Centers



Why You Should Care

•  Unlimited recruiting pool
•  Happier workforce
•  ...
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 virt...
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 te...
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 mana...
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 securit...
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
   underst...
Five Common Myths about Virtual Call Centers



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



Poll
The Five Common Myths about Virtual Call Centers



Thank you for attending and
welcome home!




                        ...
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Virtual Call Center Myths Busted

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Kate Lister, author of Undress For Success—The Naked Truth About Making Money at Home (Wiley 2009) and Jim Ball, co-founder of Alpine Access, a leading virtual call center, discuss the myths and realities of a home-based workforce.

Published in: Business, Education, Technology
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Virtual Call Center Myths Busted

  1. 1. Five Common Myths About Virtual Call Centers
  2. 2. 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
  3. 3. 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
  4. 4. Five Common Myths about Virtual Call Centers Poll
  5. 5. 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
  6. 6. Five Common Myths about Virtual Call Centers Truth: Work at home has MORE Control
  7. 7. 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
  8. 8. Five Common Myths about Virtual Call Centers Truth: Today’s technology is cheaper, faster and more reliable than ever
  9. 9. 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
  10. 10. Five Common Myths about Virtual Call Centers Truth: Work at home can save you time and simplify processes
  11. 11. 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
  12. 12. Five Common Myths about Virtual Call Centers Truth: Work at home is safer and has more security controls in place
  13. 13. 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
  14. 14. Five Common Myths about Virtual Call Centers Truth: People who work at home enjoy rich social interactions and absorb company culture
  15. 15. Five Common Myths about Virtual Call Centers Poll
  16. 16. 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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