What is a Virtual Call Center?
(cont.)
Virtual call centers may be "in-house" or "outsourced" operations.
An "in-house" call center is one where the organization operates its
own call center. For example, the agent may work for Sears and all
contacts that agent has will be with customers or prospective
customers of Sears.
In an "outsourced" operation, the agent is employed by a call center
service provider who contracts with various clients. Some outsourced
call center service providers have hundreds of clients, including the
companies behind many well known brand name products and services.
In an outsourced
operation calls are routed only to agents who have been trained to
handle calls for that client, and an agent may perform work for more
than one client. For example, the agent may work for XYZ company, and
be trained to handle calls for ABC and DEF (clients of XYZ), where XYZ
is the outsourced service provider.
Some virtual call centers go beyond simply handling calls to handling
all customer and prospect interactions, including answering email
inquiries and engaging in live chat sessions, and are referred to as
virtual contact centers. Next, learn
more by reading, "What is a Virtual Contact Center?".
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