What is a Virtual Call Center?
Perhaps the simplest way to think about a virtual call center is to
visualize a call center without walls.
Technology enables the call center operator to centralize management
functions while distributing calls to agents in remote locations.
Remote agents can be located in multiple call centers operated by the
same company, or as is increasingly the case, they may work from home.
The virtual call center is comprised of a central facility where
campaigns are managed and a network of agents in various locations
where the work is performed. The hardware and software the virtual
call center uses can be located anywhere, and can be owned or leased.
The experience for both the call center operator and the call center
agent is very much like that in a traditional, land-based call center.
The virtual call center manager starts and stops campaigns, assigns
agents to campaigns, monitors and coaches agents, and views
performance metrics in real-time, just as in a traditional call
center.
The virtual call center agent logs into and out of campaigns, makes
and receives calls, views and/or updates customer data, and
dispositions calls in real-time, again, just as in a traditional call
center. (continued...)
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