Virtual Call center | Getcallers

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.

What are the benefits of a virtual contact center?

Some advantages that come with implementing virtual call centers are the following:

• Reduced cost. Decreased expenses result from not needing as much office space and lower operating costs. Cloud-based software can also reduce the need for servers to be hosted on premises.

• Smaller office space requirements. More employees can work in the same office space while other employees can work from home.

• Flexibility. Employees have the flexibility to work and take calls from anywhere.

• Around-the-clock support. Teams distributed across time zones enable organizations to provide support whenever customers need it, thus increasing customer satisfaction.

• Call monitoring. Managers can still monitor calls between customers and call center agents when employees are working from home

HOW DO YOU START A VIRTUAL CALL CENTER?

When starting a new virtual call center, an organization needs to pay attention to the hiring process, training processes, tools and software as well as a proper workflow.

When hiring new employees as support agents, an organization must look for those people who are able to work independently. Workers should be able to manage themselves well and be skilled in written and verbal communications. New workers should be made aware of the organization's policies, procedures and tools. Training can be conducted over video conferencing software, so new employees can be walked through processes and shown how to use certain tools. Other training materials, such as video training documents, can also be used. Weekly meetings can be set up with new employees to ensure they are moving at a good pace and have a good understanding of operations.