What is a Virtual Call Center? Definition and steps to starting one

Virtual call centers are becoming increasingly popular and it's easy to see why. Not only do they deliver savings for employers, but they also boost employee and customer satisfaction rates.

A virtual contact center is a call center solution which allows employees to operate from separate geographic locations, rather than being located in one physical call center. Offices dispersed worldwide can take advantage of multiple time zones, labor benefits or have call center agents working from their homes. All that's required is a stable internet connection and a web browser!

When looking at a traditional and a virtual cloud contact center, the main differences come down to how they operate and the kind of technology they use.

1. Location and Setup
   Traditional call centers are based in a single location, where all agents work together in an office, using dedicated equipment. In contrast, a virtual call center allows agents to work remotely, often from home or various locations.
2. Technology
   Traditional call centers rely on physical hardware - think office phones, servers, and networks. Virtual call centers, however, make use of cloud-based systems. Instead of desk phones, agents often use internet-connected devices like laptops with headsets.
3. Managing the Team
   Managing a traditional call center is usually done in person, with supervisors directly overseeing agents. Virtual call centers require a different approach. Managers rely on collaboration tools, virtual meetings, and software to track performance, ensuring the team stays connected and productive even while working remotely.
4. Costs
   Traditional call centers tend to come with higher costs - office rent, utilities, and equipment add up quickly. Virtual call centers often lower these costs, as there's no need for a central office. However, there may be expenses related to cloud-based services and securing remote work environments.
5. Scalability
   Scaling a traditional call center can be tricky due to limited office space and physical resources. Virtual call centers are easier to expand - you can add more agents without worrying about office space or equipment, as long as the infrastructure supports it.
6. Agent Availability
   In a traditional setup, agents usually work fixed hours in a single time zone. Virtual call centers offer more flexibility. You can hire agents from different locations, even across time zones, making it easier to offer 24/7 support without having to increase physical resources.

For business owners, switching from a traditional call center to a virtual call center operations boasts a number of benefits.

For starters, overhead costs can be greatly reduced with less office space being required for workers. Having a virtual call center eliminates the need for large, open plan offices, with a cacophony of call agents all answering calls at the same time. Instead, tranquility is restored as agents are housed in smaller groups, at home, or outsourced to countries with lower operating costs.

Studies have also shown that offering flexible working conditions reduces employee turnover by up to 25%. This leads to a reduction in hiring costs and widens the pool of available call center agents. With a remote workforce as an option, there are no longer geographic hiring constraints.

Equally, a virtual environment can also be an attractive prospect for the customer service agent. It reduces commute time, saves on transport costs and often has flexible hours, resulting in a better work-life balance.

Starting a virtual call center doesn’t have to be complicated. Here’s a step-by-step guide:

Steps to starting a virtual call center

Define Your Call Center Needs

What’s the primary focus of your call center? You’ll need to decide whether your call center will handle inbound and outbound calls or just one type. Inbound calls are typically related to customer queries and support, while outbound calls are more focused on sales and proactive outreach.

Set a Budget

Consider expenses like software, agent salaries, equipment, and training. As mentioned, virtual call centers are often more affordable than physical ones, but you’ll still need to plan for ongoing costs, such as internet services and technology updates.

Choose the Right Call Center Software

Choosing the right virtual call center software makes all the difference. You need a solution that offers call routing, analytics, and CRM integration. Look for a reliable, flexible system that can grow with your business - we’ve gone into more detail on this in the next section.

Recruit and Train Remote Agents

Hiring the right people is essential. Your agents will be working remotely, so you’ll want individuals who are great at communicating and self-motivated. Once they’re on board, training is vital to ensure they’re familiar with your tools and standards. Remember, ongoing training will keep your team sharp and aligned with your goals.

Track Key Customer Metrics

How do you know your virtual call center solutions are performing well? You’ll want to keep an eye on key metrics, such as:

• First Call Resolution (FCR): This measures how many issues get solved on the first call. A high FCR means your customers are happy, and your customer support agents are doing well.
• First Response Time (FRT): The quicker you respond, the better the customer experience. A fast response time shows you’re reliable and attentive.
• Average Handle Time (AHT): This tracks how long your agents spend on each call. While speed is important, quality is just as critical - make sure calls aren’t rushed, but are resolved efficiently.

Set Up the Necessary Technology

Make sure your agents have the right tools. Good headsets, stable internet, and secure access to your systems. You’ll want encryption and security measures in place to protect customer data.

Remote call center software is proliferating but that doesn't mean all solutions are created equally. When consulting vendors, make sure you look for a virtual phone system that provides the following:

Navigating between multiple platforms wastes time. Call center agents will be more productive operating from a single interface, which combines multiple communication channels, such as: inbound calls, outbound calls, live chat, SMS, WhatsApp and Facebook messenger to offer a true omnichannel contact center solution.

If you are a call center supervisor, it's understandable to have concerns regarding call center agent performance, even more so when they're working remotely. Choose a cloud contact center software that offers agent monitoring and training features such as listen in, whisper and barge in, to minimize these concerns and monitor your employees wherever you are.

Many providers charge an additional activation fee or per user charge for remote agents. Look for a provider like 3CX, where a virtual model is part of the package from day one.

Press 1 for technical support, press 2 for sales! IVR technology, allows customers to interact with the company’s host system through configurable voice menu options, in real-time, using DTMF tones. By including an Interactive Voice Response system into your virtual call center software, you can eliminate the need for a receptionist... or at least one working 24/7! Phone calls are routed to the correct customer support agent best suited to deal with the customer query.

Your agents might not be available at every hour of the day to answer calls. By queuing the calls to go to individuals or groups you can ensure a call is never missed. An auto-attendant cloud-based virtual call center software like 3CX allows you to choose from 13 polling strategies (such as round robin, hunt by threes, less talk time and so on) to distribute incoming calls effectively. No more wasted calls and give customer service representatives the time to take a breather.

By integrating your CRM, ERP and Accounting System with your call center solution, call agents are able to have all customer data at their fingertips. This helps in providing a more personalized customer experience and helps in resolving issues faster.

The following best practices should be considered when selecting a virtual call center software:

Explore 3CX’s virtual phone system solution and find out how you can save up to 80% compared to other providers…

3CX Virtual PBX Features