What is a Virtual Call Center?

A virtual call center is a cloud-based software application that handles sales and service calls from customers using remote agents. In the past, this required special facilities to house the agents and technical equipment. But the advent of hosted cloud contact center software paved the way for a new model - virtual call centers. A virtual call center has its agents geographically dispersed, either in clusters of smaller facilities or, more commonly, working from home.

Cloud call center software allows anyone with a computer and internet access to log in and use it. Enterprising businesses, recognizing the potential benefits, have implemented virtual call centers to capitalize on this feature. The most significant benefit of having a virtual call center is avoiding the overhead cost of having a physical facility. Additionally, because many agents will appreciate working from home, the organization may experience higher than average retention rates.

Virtual call centers provide additional benefits that are available to anyone using the cloud, which include accessing new labor markets, not having to maintain the hardware and software, and being able to easily and quickly scale up and down.