Virtual Call Center- The Business of The Future

2007-05-07 10:20:13

( Telephony )



A virtual call center is one wherein the call center agents may not be located in one geographical space but calls are routed to different areas where they are. In some cases, the call center agents of a virtual call center may convene in smaller groups, but they may also work individually wherever it is they are located.

For the company this means that there are savings made in maintaining an office space where all their employees will stay. There is also a greater pool of applicants to choose from when selecting employees for the contact center. For employees, this means that there are chances for them to work from home, thereby allowing them to save money that would otherwise have gone towards buying office attire and paying for gas or fare to get to and from work. Another advantage of working at a virtual call center would be that the hours are more flexible, since they are not subject to rigid schedules that a normal office requires.

Because these call centers allow more freedom and independence among its employees, they are less likely to resign after a short time. Retention of employees becomes more viable with virtual call centers compared to the traditional kind.

Virtual call center jobs may either be in attending to concerns related to customer service or providing technical support over a helpline. Perhaps the only drawback for employees of a virtual call center is that there will still be some amount of monitoring conducted over the Internet to ensure that the quality of the work does not suffer despite a more unconventional approach to working. Each agent needs to have a telephone line and a computer that has a browser to get started on working. Any other technology and infrastructure required by the business has to be provided by the company already.


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