Virtual call center is a call center
in which the organization's representatives are geographically
dispersed. These people are not situated at work stations, they rather
work from their homes or in small number of groups. People in small
groups may open small centers to work. It provides the ability to extend
the CSR desktop and telephony support to any place on the planet.
Virtual call center is simply defined as an approach to enterprise wide
call center management that treats several geographically dispersed call
centers as one. These call centers are largely inbound in function and
are gaining popularity as companies look for alternatives to running a
traditional, in-house call center or using an offshore outsourcer.
Benefits of Virtual Call Center
IT infrastructure investment is significantly reduced.
IT personnel and resources can be centralized for maximum
benefit.
Back-up and redundancy solutions can be significantly reduced in
both scope and cost.
It enables flexibility and agility in staffing call center
operation.
Supervision and control of all campaign data and call flow can be
handled by your top personnel.
International call centers can make phone calls within the United
States greatly reducing toll costs.
