Perhaps you’re wondering if virtual assistants are the same as call centers, considering both thrive offshore and handle customer service in almost the same way.
Virtual assistant vs. call center is a discussion, because these two are different from each other.
VAs are individual professionals, while call centers are composed of people handling large volumes of calls for sales purposes and customer service. But that’s just one of the more obvious differences between the two.
In this blog post, we’re going to look at several factors that basically set a VA and a call center apart and help you understand why hiring one is more beneficial than the other.
Is a Virtual Assistant the Same as a Call Center?
A virtual assistant is not the same as a call center.
In the case of VAs, it’s more than just picking up or making calls to clients; there’s a range of business-related services they can offer, like calendar management and content writing, that are far beyond the pay grade of a call center agent.
The world of outsourcing is expanding. Due to this, more and more companies are hiring remote workers to fill job vacancies from all over the world.
In the BPO industry alone, the most popular outsourcing options are a virtual assistant vs. call center.
So, which one is the better outsourcing choice? Scroll down and find out.
Virtual Assistant vs. Call Center
If you’re on the fence about which remote worker to hire, here are some noteworthy differences between a virtual assistant and a call center.
Virtual Assistant
A virtual assistant is a skilled independent contractor who assists business owners and entrepreneurs from a remote location, typically at home.
You can think of them as a personal assistant who may not be physically present but is there shadowing you, thanks to the internet.
They can do all sorts of things, from business-related services like social media management to personal chores like planning your weekend family vacation.
What makes VAs stand out is that you can hire them from anywhere in the world since everything is done remotely.
Up against call centers, virtual assistants have a deeper arsenal since they can offer various services. You can ask your VA to make calls and then edit photos the next. They are also a more dynamic workforce that goes beyond the scripted nature of a call center representative.
Call Center
A call center is an office set-up composed of people who work for a company and handle a large volume of customer concerns over the phone.
Call center agents help clients solve their issues and at times, they sell products and services as well.
You can think of them as your phone-answering assistant or a virtual receptionist who waits by the phone to assist clients whenever needed.
The main responsibility of call centers rests on customer service. It’s picking up the phone when clients need technical assistance, have product complaints or inquiries about the bill.
With their line of work, call center agents have great communication and decision-making skills.
Major Differences
Scope of Services
As we mentioned, call center agents are more focused on customer service duties, answering calls and handling complaints.
Meanwhile, virtual assistants offer a wide range of services, from customer service to digital marketing.
Personalization
Call center agents follow rigid protocols, which makes it hard for them to offer a more personalized experience the way virtual assistants do.
VAs have the flexibility to adapt to situations and alter their communication style depending on their clients. This allows them to add a personal touch to the individuals they assist.
Training
Call center agents are trained to effectively answer calls and provide information over the phone.
Virtual assistants, however, often go through specific training on software tools that allow them to handle various tasks remotely with efficiency. Their proficiency covers tasks in social media management and other important aspects of your operation.
Commitment
Virtual assistants operate on a more flexible schedule. It is the sort of flexibility that allows you to scale your VAs up or down, depending on your current needs, without long-term obligations.
In contrast, call centers have a more structured working style in which there are long-term commitments involved. Although contracts are binding, you have a stable workforce that’s committed.
Technology
Call centers use specific software tools for call answering and tracking.
On the other hand, virtual assistants use many tools, one for email management and project tracking and so on. They use technology to handle many tasks at once in less time.
Client Relations
The basic function of call centers is to interact with clients. This means handling complaints and providing assistance. All of these require an agent to have a profound background in customer service and interpersonal skills to effectively communicate and influence client decisions.
Virtual assistants also deal with calling tasks, but with the whole gamut of business chores. They can contact prospects and then set up client meetings at the same time.
Relationship with the Business
Virtual assistants have a more personal and flexible relationship with the business. They are much more versatile in adapting to the changing needs of an organization, which makes them more deeply rooted in the operational flow of your company.
They have more potential to contribute to the strategic growth of your company than call center personnel who take charge of clients' calls in a transactional way under predefined rules.
Impacts of a Virtual Assistant
Outsourcing to a virtual assistant is one of the most cost-effective hiring moves you could ever make for your business. A VA costs less than what you would pay a traditional full-time employee.
It’s no secret that hiring on-site full-time workers is expensive. More than just paying for the rent, office equipment and utilities, you’ll also be spending on training and compensation benefits. With a VA, you’ll be cutting your expenses drastically without compromising top-notch work.
Furthermore, virtual assistants are more flexible. You have the power to scale your virtual workforce up and down without getting dragged down by financial burdens.
On top of that, you can get in touch with them whenever you want or at a time when it’s most convenient for you.
Conversely, in-person employees have a more rigid working style.
Even so, there are still downsides to working with a VA, such as poor communication and having less control.
Impacts of a Call Center Agent
Outsourcing to call centers can save you tons of money. After all, it is always more economical to have call center agents support your company’s customer service from abroad rather than hiring locally.
Most of the time, call centers are outsourced from countries with lower costs of living, like the Philippines or India. Therefore, whether you’re running a call center company or in need of a call center agent, you’ll be paying less money.
However, this practice doesn’t come without issues. For starters, call center employees may not know enough about your company, so they might have a hard time selling your brand.
Also, a company hiring a call center has less control over how they operate. So, you’re basically handing much of the responsibility to a third party for how the work functions.
This, however, may come as an advantage or a disadvantage, depending on how you look at it. For example, would you sacrifice quality assurance to gain more hours?
Nevertheless, to be successful in this type of collaboration, there has to be a lot of trust.
Frequently Asked Questions:
Is a Virtual Assistant a Customer Service Agent?
A virtual assistant can be considered a customer service agent. They can help with various customer service tasks, such as answering customer questions and providing assistance to clients on various platforms like email or social media.
Basically, they make sure client needs are addressed with satisfaction, even while working remotely.
Is Virtual Assistant a BPO?
A virtual assistant is the multitasking powerhouse of any BPO company—giving BPO meaning. They can manage a variety of complex tasks, working with companies to streamline business operations.
What is a VA Call Center?
A VA call center is a professional who handles call center tasks from a remote location. Just like a call center representative, a virtual assistant addresses customer concerns about products or services, providing support to resolve issues promptly.
Takeaways
Although virtual assistant vs. call center plays a crucial role in customer interaction and relationship management, VAs are skilled in handling calls on a far broader spectrum. With them, you’re getting more and then some.
Hey, we’ve pretty much laid it out for you, so you might as well click this button, move on to the next page, and we’ll start looking for your very first virtual assistant.