Do you know the difference between an “outsourced” BDC and a “virtual” BDC? A lot of people get the two confused.
In most instances, outsourced BDC’s are designed to replace your in-house BDC and then will implement their own process. The Virtual BDC is not intended to do that. The goal is to help lighten the load for your team, making it a seamless process. Do not change any procedures that you have in place already, just work on improving the one item that is most crucial- the initial inbound call!
A Virtual BDC can be used for coverage; after hours and weekends if needed. Also, could be used permanently or just while working with your in-house staff, training them how to be more efficient on the phone. The goal is to eliminate some of the burden and make your team stronger!