Virtual Call Center

A Virtual Call Center is a call center in which the organization's representatives are geographically dispersed, rather than being situated at work stations in a building operated by the organization. Virtual call center employees may be situated in groups in a number of smaller centers, but most often they work from their homes. This is an attractive arrangement for many employees; the hours are often flexible, and there's no dress code or commute. For the organization, the virtual call center model saves housing and equipment costs and can lead to lower employee turnover rates, which tend to be high for physical call centers; enabling the benefits of a home agent approach to customer service.

Business Benefits

• A virtual call center allows your business to recruit and retain experienced agents and provide flexible around-the-clock customer service.
• Achieve rapid time to value by deploying your virtual call center agents with only a browser, an internet connection and a phone.
• Reduce costs by tapping into lower cost labor pools.
• Improve agent productivity by routing each interaction to the right agent, right away.
• Eliminate customer frustration by providing Virtual Call Center agents a unified view of the customer's contact record, purchase and interaction history.