What is an Online Call Center?
A call center generally refers to a centralized location where a company has a dedicated team of employees whose job it is to answer incoming or to generate outbound telephone calls. Call center employees are frequently in sales, telemarketing, customer care, customer service, or technical support positions. A call center is designed to handle a large volume of calls and traditionally thought of as being a facility with rows of employees sitting in individual offices or cubicles, talking on the telephone. An online call center makes use of the functionality of a conventional call center while employing a virtual work force that is not actually physically present in a central facility. Through the use of computers and the internet, many companies are able to utilize employees that work from home or from remote locations to fulfill many, if not all, of the tasks that can be handled through a conventional call center. In a virtual call center, calls that are traditionally processed in a c
