What is a Virtual Call Center?
A virtual call center, generally speaking, is a contact center in which customer service agents or representatives are geographically dispersed as opposed to being centrally located in a single location. “Virtual” agents work remotely or from home.
When compared to traditional call centers, virtual call centers have benefits for both their agents and employers. For the call center agents and customer service representatives, in addition to working a call center job from home, they often have flexible hours and no dress-code or commute. For the organization, a virtual call center saves costs associated with call center operations and facilities, and is ideal for companies whose business is seasonal in nature. A virtual call center also enables a business to recruit virtual call center agents from any geography and attract skilled customer care workers, even if they don’t live in close proximity to an office.