Benefits of Having a Virtual Call Center

A virtual call center is a call center that can function using the Internet as their infrastructure. A call center is a business that works by absorbing certain business functions of a corporation so that the client organization is free to concentrate on other business functions to stay competitive in its industry. Hence, all call centers need a call center solution that can help make the call center more productive and more profitable.


Geographical location: Virtual call center solution is that the call center agents need not be concentrated within just one geographical location. Rather, the call center company can become a virtual call center running different smaller virtual call center facilities in different places. This means that though your main contact center may be located in the US, the virtual call center technology allows the company to also have a virtual call center in the Philippines, a virtual call center in Indonesia, and maybe a virtual call center in India.

Excellent Return-on-Investment: The virtual call center is said to provide excellent return-on-investment for the call center company using it because it can heighten agent productivity. Agent productivity leads to successful contact center operations. Your contact center agents gain the capacity for seamless switching between an outbound to an inbound call and vice versa because of this call center solution agent interface.

Distance is vanished: Virtual call center remove the distance, whether you have one virtual call center in Manila, Philippines which is manned by just 10 agents while another virtual call center of yours based in Calcutta, India has 100 agents, the virtual call center can be scaled up or scaled down as needed for your enterprise.

Serve as a Back-up Disaster Recovery System: The virtual call center solution is reliable enough to serve as a back-up disaster recovery system for the contact center, guaranteeing that the system will always be functional throughout all aspects of the call center system.

Supervision from Remote Locations: Call center technology has progressed so much with this virtual call center solution that supervisors can monitor and guide agents even from remote locations. This means that if you are a contact center supervisor based in the US and you have an agent in the Philippines who needs help during a call, the virtual call center will come into work in real time.

Customer Relationship Management Improves: Lastly, customer relationship management improves because agents are able to meet more needs even for the same prospect or customer with a more effective call center solution.

So if you are planning to put up a call center of your own, no matter how small or large, you may want to consider using the Virtual Contact Center.


5 Responses to “Benefits of Having a Virtual Call Center”

  1. 1 Kevin Peterson April 16, 2008 at 11:44 am

    while working on search engine about call center I came to your blog, I am also planing to set up my call center in India negotiation is going on. your blogs you article encourage me to know more about virtual call center some points come to my notice i would like to share it with you,,,,

    1. Extended Service Hours
    2. Recognized Productivity Improvements
    3. Lower Employee Turnover
    4. Eliminates the Need for Capital Investment
    5. No Geographical Limitations


    K. Peterson.

  2. 2 Rainbo Carter April 18, 2008 at 6:57 am

    In many industries, a new and exciting trend is afoot: moving away from location-centric business operations to mobile workforces being empowered to serve customers no matter where they are located or the customers are located. This trend is affecting many service-oriented industries. One of those is the call center and contact center biz world. New technology that enables people to work from remote locations has created a new type of entity “The Virtual Call Center”.

    Why should a company consider setting up a virtual call center? There are a number of advantages to this type of setup, which utilizes the concept of telecommuting and combines it with next-generation networking technology. Below are four key positives of setting up a virtual call center.
    1. Cut Costs
    2. Increase Efficiency
    3. Improve Customer Satisfaction and Loyalty
    4. Maximize Emergency Preparedness

    I would like to know that how its benefited from virtual call center….

  3. 3 Margaret g April 24, 2008 at 4:17 am

    HI… 🙂 Much of the buzz in the industry today circles around outsourcing and the benefits it may or may not provide. Language and cultural barriers, customer satisfaction and labor rates all make the topic one to be discussed. With a virtual contact center there is no need of any capital investments and global talents can be used on a needed basis without capital investments for real estate and technology.

  4. 4 Adolf m May 15, 2008 at 8:35 am

    virtual cal center solution from Oracle is compatible with nearly every type of hardware configuration.
    Customer relationship management improves because agents are able to meet more needs even for the same prospect or customer with a more effective call center solution.
    So if you are planning to put up a call center of your own, no matter how small or large, you may want to consider using the Oracle Contact Center Anywhere product instead.

  5. 5 bicnetinfo May 16, 2009 at 5:53 am

    Hi. I am a Call centre solution provider. I found out about your blogs while doing some search in wordpress.we have provided some very interesting applications of Voip to our customers. Speially Vitual Voip calling. It might interest you.

    keep blogging

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