virtual call center
A virtual call center -- or virtual contact center (VCC) -is a call center in which the organization's representatives are geographically dispersed, rather than situated at workstations in one location.
Virtual call center employees may be located in groups in remote offices or working from home.
Virtual call center workers are connected via virtual call center software and provide both outbound and inbound calls. The virtual contact center only needs an internet connection and telecommunication services.
How do virtual call centers work?
Virtual contact centers can be set up in smaller, geographically dispersed locations, or for employees working from home. This is less expensive than a traditional call center, as it requires fewer IT resources to manage.
Virtual contact center software generally uses voice over IP (VoIP) and is cloud-based. Additional communication between teams can be achieved with video conferencing software, such as Zoom or Microsoft Teams.