What is a Virtual Call Center?
A virtual call center can be contrasted to a bricks and mortar call center. Instead of having a physical location where all employees gather to answer calls, the virtual call center tends to employ people working from home or in very small offices to take incoming calls. This model saves companies money because they do not pay for housing the call center, and it has other advantages and features that interest many employers. Employees who work from home for a virtual call center tend to have at minimum a phone, a computer, and Internet access. Special software may be used so that the employee has access to company databases that will help them research customer information, take orders, or answer questions. Some companies establish their own call centers, while others use what are called hosted centers. These centers are operated by third party businesses and have their own technology and software at a central location. Use of this technology is rented to companies that want employees
Today, organizations around the globe spend more than $300 billion annually on their call centers, according to a recent article published by the American Marketing Association. In fact, the average yearly costs associated with running a 200-agent operation exceeds $10 million in some industries. Everyone knows that a call center is critical to ensuring the delivery of superior service and support to both existing and potential clients. But, with related activities eating away at corporate budgets, managers are under increasing pressure to find ways to reduce costs, while maintaining – or even improving – service levels. A virtual call center is very unlike traditional call centers. In the past, a team of call center agents were housed at a single site, with supervisors and team leaders evaluating performance and providing guidance in-person. In virtual contact centers, agents – and sometimes their managers – conduct business out of a variety of remote locations, including branches and
• How can your business save money by going virtual? • How can a virtual call center make your business more adaptable? • How can virtual customer care enhance the customer experience, • What companies are successfully utilizing the virtual call center model Don’t miss this interactive discussion! Register for this Webinar online at http://www.interactive-intelligence.com/webreg.cfm?sem_id=413&code=87. For more information, call 703-837-3507 or email. ——————————————————————— Essential Skills and Knowledge for Effective Call Center Management 2009 Schedule – Live Seminar Presented by ICMI This two day course will allow you to properly align staffing schedules to satisfy customer demand at lower costs. Improve customer satisfaction by establishing a planning culture, developing accurate schedules, delivering consistent service levels, and enabling quality interactions. Plus, gain practical, proven techniques and information you can apply immediately to your operations. Master these 6 Vit
— How can your business save money by going virtual? — How can a virtual call center make your business more adaptable? — How can virtual customer care enhance the customer experience, and thus customer spend? — What companies are successfully utilizing the virtual call center model? “No matter the industry or size of company, the top priority for all businesses is getting back to the basics: cutting expenses while increasing revenue,” said Mary Naylor, CEO of VIPdesk. “This Webinar will educate attendees on the virtual call center model, which has been proven to do just this while simultaneously improving the customer experience.” Don’t miss this interactive discussion! Register for this Webinar online at http://www.interactive-intelligence.com/webreg.cfm?sem_id=413&code=87. For more information, call 703-837-3507 or email press@vipdesk.com. About VIPdesk VIPdesk specializes in delivering virtual call center solutions and concierge services to luxury and premium brand leaders in s
Virtual Call Centers are outbound predictive dialers that allow you to leverage an at-home workforce. In minutes, you can create an account, upload a calling list, and have your agents login to CallFire.com and begin receiving connects predictively. It’s fast, free to open an account, and costs only pennies a minute! With our reliable Contact Center Software, putting up a call center has never been so easy. Please check out our developers page to learn more .
