Is Australia ready for the home-based Virtual Call Centre?
Advancements in contact centre technology have changed the face of the industry. What was once a brick and mortar building full of desks, phones, computers and people, contact centres are moving to a completely different infrastructure. Such an infrastructure is that of the home-based virtual contact centre. While there are many benefits that an organisation can achieve by implementing a virtual contact centre, the real question is whether or not the company is ready to handle such an endeavour. This report examines the uptake of the virtual contact centre model for Australian business. The results represent the views of 105 Call Centre Managers and Senior Executives managing less than 25 seats to more than 100 seats. Respondants’ primary contact centre activity is split 58% inbound; 10% outbound; 32% inbound/outbound.
