What Is A Virtual Call Center? An In-Depth Guide

Running a call center used to require a significant investment of time and money. 

For many years, call centers were in a centralized physical location and required significant amounts of physical infrastructure and hardware in order to handle call routing.

However, VoIP technology and cloud computing has completely changed the game and given rise to the virtual call center.

If you’re interested in setting up a virtual call center (VCC), you’re in the right place. 

In this post, we’re going to walk you through three things:

  1. What a virtual call center is
  2. The significant benefits virtual call centers offer
  3. How to implement a virtual call center in your company

Let’s dig in! 

What is a virtual call center?

A virtual call center is a call center that is not in a physical space, but instead uses call center software to connect remote agents. 

The company’s employees are located in different geographical locations and work together from their respective locations using advanced communication technologies such as video conferencing, webcams, chat rooms, etc., to effectively do their jobs.

There are primarily two types of virtual call centers:

  • Inbound call centers where agents provide help or assistance of some kind, often in the form of customer support
  • Outbound call centers where agents sell a product or service, often in the form of telemarketing or cold calling

According to a survey of 59 customer service and support leaders, 80% plan to increase work from home programs as a result of the COVID-19 pandemic. Further, 70% of customer service and support employees want to remain fully remote once the pandemic is over.

Virtual call centers were already on their way to becoming commonplace, but COVID-19 rapidly accelerated their adoption.

How do virtual call centers work?

Virtual call centers use call center software that allows distributed teams to remain connected to each other while still performing their jobs effectively.

Typically, virtual call centers utilize VoIP or cloud-based software that allows agents to log in from wherever they are and respond to customer service requests or make outbound calls to potential leads.

What’s the difference from a physical call center? 

A physical call center operates out of a real, physical location, often located in the same country as the company. A business will lease or buy an office space and hire employees to work from the location. Call takers sit at desks with computers and respond to customer service requests or make outbound calls to prospects.

With a virtual call center, there is no physical location. Rather, teams come together digitally through the VCC software.

The 4 benefits of a virtual call center

There are significant benefits that virtual call centers have over physical ones, including:

1. Lower upfront costs

A virtual call center can be set up with minimal capital investment and no physical space requirements, which means that it is much less expensive to start than an in-house operation. Because you don’t need any additional real estate, you can save money on overhead expenses like utilities, insurance, taxes, etc., while still providing excellent service at low rates.

Also, virtual call centers allow you to scale quickly at a lower cost since you can quickly add agents without needing to invest further in a physical location as your team grows. – Read more

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