What is a Virtual Call Center?
August 13, 2012
By Allison Boccamazzo
, TMCnet Web Editor
A virtual call center eliminates the need for traditional call center set-up, which usually requires long lead times, expensive specialized infrastructure, and a dedicated IT staff by accommodating an organization’s agent wherever they happen to be located. A virtual call center embraces the idea of having a call center’s representatives geographically dispersed, rather than being stuck all in the same work station. While virtual call center agents usually work from home, they can also find this beneficial in needing to work at a temporary or off-site location, also.
The benefits of a virtual call center are plenty – for both the agents and organizations. Take, for example, a mother with small children; now, she can work from home while simultaneously taking care of her children. Elderly or disabled individuals can also work in the comfort of their private home while the call center continues to work optimally and preserve business continuity.
For a business who works primarily during seasonal periods, a virtual call center model eliminates the need for maintaining a larger facility year-round. This not only cuts down time and costs, but boosts productivity and allows attention to be focused on priority tasks and concerns.
Employees who work from home for a virtual call center tend to have a minimum amount of resources – usually consisting of just a phone, computer, and Internet access. Additionally, special software can be used to enable agents’ access to company databases to more easily attain customer information to take orders and answer questions.
Some may compare a virtual call center to a physical call center that operates abroad. While outsourcing can be less expensive, it has been under fire for communication misunderstandings due to language barriers. Due to this, call centers are increasingly transitioning to going virtual to increase and maintain customer satisfaction. Some even predict that the virtual call center model will one day replace outsourced call center locations completely.
By being able to integrate all aspects of your organization with the virtual call center– including headquarters, remote offices, and even outsourced locations – you’ll find your call center operating more seamlessly as one unified team with better opportunity to scout talent anywhere, anytime.
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