Virtual call centers are call center services in which the members of the company are geographically distributed, rather than being located in a building run by the organization at work stations. In a variety of smaller centers, virtual call center workers can be housed in groups, but they more frequently operate from their own homes.For several workers, this is an ideal arrangement: the hours are always flexible, and no dress code or commute exists. When taking inbound customer calls and handling outbound requests, call center agents have the right to operate from anywhere. It provides a cost-effective alternative to conventional, legacy call center solutions with flexible implementation options.
The virtual call center model saves the cost of accommodation and facilities for the company and can lead to lower staff turnover rates, which appear to be high for physical call centers.
HOW DO VIRTUAL CALL CENTER OPERATE
Virtual call centers have …