What is a Virtual Call Center?
A virtual call center or virtual contact center is a call center solution that allows call center agents to work from any physical location, rather than a call center at a single location. Because call center agents can be located in different time zones, the call centers allow businesses to eliminate limited business and customer support hours.
How do virtual call centers work?
Unlike traditional call centers that rely on physical infrastructure, virtual call centers are cloud-based and rely on the internet and VoIP technology to provide both inbound and outbound calling functionality. Being cloud-based, virtual call centers also offer additional functionality like video conferencing, call monitoring, automation, integrations, and more.
How do you set up a virtual call center?
To start and set up a virtual call center, you need to find and subscribe to the service that meets your needs and requirements. Once you’ve subscribed, you’ll be able to create your phone and IVR numbers, set up teams and users, and create their profiles. You’ll also need to set up your call center analytics, call tagging, and integrations. Once done, your team can start using the call center solution.
What are some benefits of virtual call centers?
One of the major benefits of virtual call centers is that they’re cost-effective because they eliminate the need for extensive hardware and maintenance. In addition, because it relies on the internet, a cloud-based virtual call center is far more flexible, reliable, robust, and scalable than other call center solutions while also allowing businesses to improve efficiency and productivity.