What Is A Virtual Call Center?

Perhaps the most simple way to envision virtual call centers is to imagine an unobstructed call center. Technology allows the operator of the call center to centralize management functions while assigning calls to agents located at remote places.

Remote agents are often located in several call centers run by the same firm or, as is becoming the situation, they could work from their homes.  If you are looking for an effective call center, then you can browse various online sources.

A virtual contact center is composed of a central location that manages the campaigns, as well as a team of agents located in different places where the work is carried out.

The experience of both the operator of the call center and the call center representative is very similar to the experience in a brick-and-mortar call center. The virtual manager of the call center begins and stops campaigns and assigns agents to the campaigns, supervises and trains agents, and analyzes the performance metrics in real-time similar to traditional call centers.

The virtual call center representative is able to log in campaigns and out of them, receives and makes calls, updates and/or views customer information, and then makes calls in real-time, also like the traditional call center.

When you are in an "outsourced" operation an agent is employed by an outsourcing company that contracts with various clients. When an operation is outsourced, calls are directed only to agents that are trained to manage calls for the client. An agent can do tasks for multiple clients.

Virtual call centers can extend beyond just handling calls to handle all interactions with prospects and customers such as answering emails and participating in live chat sessions; they are also known as virtual call centers.