Understanding Virtual Call Centers
Everything you need to know about virtual call centers, how to start one and how they can aid in remote call center management.
What is a virtual call center?
A virtual call center is a call center that is not bound by physical office space. It is made up of agents who are often located in scattered geographical locations and collaborate together with a virtual call center software. The agents could be working from home or from other regional offices. Since all the agents handling calls may not be located in a single location, a virtual call center may or may not have a physical office. Owing to its cost benefits and minimal IT infrastructure requirements, a virtual call center is considered to be an ideal fit for small businesses.
What do virtual call centers do?
All virtual call centers are set up for the purpose of handling inbound and outbound calls.
Inbound calls take care of answering incoming phone calls from callers who are enquiring about a product, want support setting up or using the product or need some other form of assistance.
Outbound calls are primarily made for cold calling prospects and telemarketing. Sometimes, the calls could also be to verify information provided by an individual. Like a bank calling a loan applicant.
How is a virtual call center different from a traditional call center?
A traditional and virtual call center performs the same task of handling inbound or outbound calls. What differentiates one from another is how the call handling is done. The IT infrastructure used for the purpose is also starkly different. The major points of difference between a traditional call center and virtual call center are tabled below:
|FACTOR||TRADITIONAL CALL CENTER||VIRTUAL CALL CENTER|
|Physical infrastructure||PBX boxes, analog circuitry, telephone cables, telephone devices|
|Zero telephony hardware requirements. A laptop, tablet or|
smartphone can be used for handling calls.
|Hardware||Requires desk phones, PBX systems and a whole lot of other hardware|
to orchestrate incoming and outgoing calls.
|Requires no telephony hardware like traditional phones. Can be|
accessed via a browser using a laptop, mobile, tablet or a VoIP phone.
|Integrations||It takes the form of a siloed telephony infrastructure that is hard to integrate with other software systems.||Easily integrates with other systems like CRM, helpdesk, billing software, analytics and much more.|
|Call quality||Average call quality due to distortions created by analog circuits.||The use of IP networks, both at the LAN and WAN scale ensures high-quality voice data.|
Benefits of Virtual Call Centers