When you think about call centers, you probably don’t think of small businesses. In fact, most people think of contact centers as the antithesis of small business in today’s world. However, there is at least one scenario in which small business and contact center work intersects - and it’s one that is growing in popularity in the corporate world and gaining favor with those who love the idea of owning their own company and having more financial freedom.
That scenario is the micro call center, a balance of individual enterprise and big business that makes sense for modern professionals.
What is a Micro Call Center?
The micro call center - sometimes referred to as a virtual call center - is one that is remotely operated and may be affiliated with a larger center or several other small centers around the world. These may be located close to the virtual call center in question or on the opposite side of the globe; when it comes to micro centers and today’s virtual collaboration techniques, location isn’t really that important!
A micro call center is so named because it may be as small as a single person operating out of their home office, or a few people working from a similarly-sized space. While this type of workspace would never be able to handle the workload of a traditional call center, it is ideal for handling the overflow from a larger center or a portion of the overall workload of a collection of small centers.
Problems Faced by Modern Call Centers
One reason for the rising popularity of nontraditional solutions such as the micro call center is that there are so many consistent problems faced by a majority of call centers - problems that no amount of training or technology seems to be capable of addressing.
These problems include:
- High turnover rates. When employees are overworked and feel under-appreciated for their efforts, high turnover rates are common. This can lead to major problems over time, including high costs associated with repeated hiring and training, low productivity, and more.
- Inconvenient hours for consumers. When consumers come from all over the world and live in different time zones, contacting a call center can mean dealing with inconvenient hours. No matter where a contact center is situated, this will often be an issue and will cause problems for at least some consumers.
- Long wait times. One of the biggest problems faced by all call centers is that consumers often end up waiting longer than they would like to on hold. Speaking to a live agent can take much longer than it should, which leads to frustration and low rates of customer satisfaction.
All of these issues can be detrimental to the quality of service and the customer experience your contact center provides. However, they are also easily addressed by utilizing remote, virtual call centers.
How the Micro Call Center Addresses These Issues
Micro call centers are a great solution to many common call center problems.
When it comes to high turnover rates, the satisfaction and novelty of the ability to work from home often inspire people to stay in their positions longer and enjoy their jobs more when working in a virtual call center than a traditional center. Job satisfaction is a major factor in employee retention and preventing turnover. After all, who would want to leave their job when they have the opportunity to work from the comfort of their own home computer?
Inconvenient business hours are no longer a concern when a business incorporates the use of remote, micro call centers. These remote centers can operate in any time zone, allowing them to be available to consumers at any hour of the day. What’s more, customers can also be directed to an agent in their own region if available, making speaking and relating to the agent on the other end of the line easier than ever. Everything from language barriers to time constraints is stripped away when you put the magic of virtual contact centers to work for your company!
Lastly, there’s no need to make your consumers suffer through long wait times when you have remote agents available to serve them. These micro centers make wait times shorter or nonexistent, since overflow call traffic can be transferred to the center and distributed among multiple, small centers to allow calls to be answered right away and consumers to be served quickly. There’s no need for long phone queues when you have multiple centers ready to serve!
The Benefits of Being a Remote Agent
What are the benefits of working as the owner or operator of a micro call center? Why are so many people willing to open their home to a business like a contact center?
The answer lies in an opportunity to earn a respectable wage from the comfort of one’s own home or a similar location, with the support of a larger company or network of other, small businesses. Not only does employing these small centers benefit the companies they work with and for, but working these positions is also beneficial for the people who staff them.
There is always a demand for this type of work, with ongoing expansion and growth in the industry and a need for labor to serve consumers - especially during peak days and times. Those who are looking for steady, reliable work are well-matched with this industry. Not to mention, those are exactly the type of professionals that contact center companies are looking to partner with!
Ready to launch your own micro call center business or create micro branches for your existing company? Contact the industry experts at ChaseDatato learn more about your options for expansion or for beginning your journey as a business owner. While your call center may be small, the possibilities for what you can do with it are nearly limitless! Contact ChaseData today to get started!