The customer service departments of various BPO companies are going virtual. The struggle to be there for the customers at all times has reached a new height. Call centers are now working out a schedule by which they are recruiting answering service agents who will work as a virtual team. The agents will ideally be located in different time zones so that they are able to cover the entire 24 hours. The idea is to keep phone answering agents on the call during the lean hours. The customers can be located anywhere across the world. They will call according to their convenience. So the call center has to be ready to receive them.
By careful scheduling, the call center units can assign agents according to the time zones they are based in. It will be the BPO manager’s job to check up the peak hours at the inbound call center desk. Get the best agents on the job during this time. You can keep this thing with the customer service agents working from the call centers itself. During the weaker periods of time, get the virtual phone answering agents to come into the picture. Brief them about the telemarketing project and the requirements well in advance. You need the whole team to function as one unit.
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