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What is a Virtual Call Center?


Today, there are a number of call center types available, including inbound, outbound and virtual. Virtual call centers are a deviation from conventional call centers (where the agents are centrally located in an organization owned work station).

While employees of such call centers are generally located in small groups distributed in several centers, virtual center representatives work from home. Many employees find this arrangement convenient for them, because working from the comfort of one's own home eliminates strict dress codes and a tiring commute to work. In addition, organizations that operate virtual call centre operations save a notable amount of money, since they eliminate both equipment and rent costs. Employee turnover rate also tends to be significantly lower in virtual call centers than physical ones, due to satisfied employees.

It is easy for a company using a traditional physical call center model to switch to a virtual one. In addition, this switch can come with numerous benefits. A good case that illustrates just how far-reaching the benefits of switching to a virtual type call center can go, consider the My Twinn story (a doll manufacturer). In the year 2000, they switched from the traditional call center model to the virtual one. This move led to a 30% increase in the rate of conversion of calls to sales, an 88% reduction in employee turnover and a 90% reduction in the number of calls that required escalating (being referred to a higher-level employee) when compared to the previous year (1999).

For businesses considering the switch to a virtual call center, there is a variety of software that is designed for use in work at home call centers. This software includes benefits such as:

  • The ability to track important call center metrics.
  • Virtual type call center software allows the supervisor view to monitor the business environment.
  • Agents can manage their status, send messages and set their call disposition codes.
  • Real-time changes can be made to provide better control on several aspects including running reports and routing calls.
  • The software comes with in-built outbound features, facilitating potential changes like rearranging queues and adding agents.

Considering the switch to a virtual call center is a big decision that may potentially lead to a very profitable future.

You can get more information about Virtual Call Center by visiting Call Center Solutions

2 comments:

On August 22, 2012 at 1:51 PM , Sonia said...

Virtual call centers allow one to work in the comfort of their homes. This provides freedom for employees, who want a flexible schedule. This will lessen their time to mingle with other employees, but it’s still possible to communicate through chats or emails.

Sonia Roody

 
On March 19, 2013 at 1:50 PM , Ruby said...

Thank you for sharing this info on virtual call centers. I actually know a couple of people who work at home as virtual assistants and are trying to convince me to try it out as well. I have been considering it by doing some research about the nature of the job, and this has been really helpful.

Ruby Chelmsford