What is a Virtual Call Center?
March 11, 2009 by Admin
Filed under Call Center Outsourcing
By Tony Cochran
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 experience for both the call center operator and the call center agent is very much like that in a traditional, brick and mortar 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.
