This document discusses common myths about virtual call centers and rebuts them. It addresses myths regarding control over employees, technology issues, complexity of management, security concerns, and impacts on company culture when allowing remote work. Each myth is presented along with the "truth" which shows that today's technology allows for adequate control and monitoring of remote employees, that security risks can be mitigated, and that company culture can still be fostered in a remote environment. The document aims to convince readers of the benefits of virtual call centers by addressing typical concerns.
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. Five Common Myths about Virtual Call Centers
Why You Should Care
â˘âŻ Unlimited recruiting pool
â˘âŻ Happier workforce
â˘âŻ True redundancy
â˘âŻ Increase productivity/performance
â˘âŻ Cost savings
â˘âŻ Itâs green
5. Five Common Myths about Virtual Call Centers
Control
â˘âŻ I canât trust my employees
â˘âŻ I canât manage my employees virtually
â˘âŻ I donât know what they are doing
â˘âŻ They might be doing other things instead of work
â˘âŻ I canât get my agents
real-time information
â˘âŻ There will be a lot of
background noise
6. Five Common Myths about Virtual Call Centers
Truth: Work at home has MORE Control
7. Five Common Myths about Virtual Call Centers
Technology
â˘âŻ It will be too expensive
â˘âŻ Software version control and tech support impossible
â˘âŻ Transmission delays
â˘âŻ I canât get my calls out to them
8. Five Common Myths about Virtual Call Centers
Truth: Todayâs technology is cheaper,
faster and more reliable than ever
9. Five Common Myths about Virtual Call Centers
Complexity
â˘âŻ I canât hire people without
meeting them
â˘âŻ I canât manage people
without seeing them
â˘âŻ My training is too
complicated
â˘âŻ The systems are too
different and difficult to
manage
10. Five Common Myths about Virtual Call Centers
Truth: Work at home can save you
time and simplify processes
11. Five Common Myths about Virtual Call Centers
Security
â˘âŻ Access from home will compromise my companyâs
data security
â˘âŻ Employee systems will infect my infrastructure
â˘âŻ I canât see what theyâre doing with my customerâs
private information
â˘âŻ Caller information
is too sensitive
to allow outside
my physical facility
12. Five Common Myths about Virtual Call Centers
Truth: Work at home is safer and
has more security controls in place
13. Five Common Myths about Virtual Call Centers
Culture
â˘âŻ Our culture is too important
to us, agents wonât
understand who we really
are
â˘âŻ Agents wonât feel like they
can advance
â˘âŻ Agents will be too lonely
and will miss personal
interaction at work
14. Five Common Myths about Virtual Call Centers
Truth: People who work at home enjoy
rich social interactions and absorb
company culture
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 â
Alpine Access Consulting
jball@alpineaccess.com The Naked Truth About Making
Money at Home
www.alpineaccess.com
kate@undress4success.com
www.undress4success.com