virtual call center
                     virtual call 
center
What are virtual call 
centers and virtual 
contact centers?
A virtual call center -- or 
virtual contact center (VCC) -- 
is a call center in which the 
organization's representatives 
are geographically dispersed, 
rather than situated at 
workstations in one location. 
Virtual call center employees 
may be located in groups in 
remote offices or working 
from home.
Virtual call center 
workers are connected 
via virtual call center 
software and provide 
both outbound and 
inbound calls. The virtual 
contact center only 
needs an internet 
connection and 
telecommunication 
services.
How do virtual call centers 
work?
Virtual contact centers can be set up in smaller, 
geographically dispersed locations, or for employees 
working from home. This is less expensive than a 
traditional call center, as it requires fewer IT resources to 
manage.
Virtual contact center software generally uses voice over 
IP (VoIP) and is cloud-based. Additional communication 
between teams can be achieved with video conferencing 
software, such as Zoom or Microsoft Teams.
What are the benefits of a 
virtual contact center?
Some advantages that come with implementing virtual 
call centers are the following:
• Reduced cost. Decreased expenses result from not 
needing as much office space and lower operating 
costs. Cloud-based software can also reduce the need 
for servers to be hosted on premises.
• Smaller office space requirements. More employees 
can work in the same office space while other 
employees can work from home.
• Flexibility. Employees have the flexibility to work and 
take calls from anywhere.
• Around-the-clock support. Teams distributed across 
time zones enable organizations to provide support 
whenever customers need it, thus increasing 
customer satisfaction.
• Call monitoring. Managers can still monitor calls 
between customers and call center agents when 
employees are working from home
HOW DO YOU START A 
VIRTUAL CALL CENTER?
When starting a new virtual call center, an organization 
needs to pay attention to the hiring process, training 
processes, tools and software as well as a proper 
workflow.
When hiring new employees as support agents, an 
organization must look for those people who are able to 
work independently. Workers should be able to manage 
themselves well and be skilled in written and verbal 
communications. New workers should be made aware 
of the organization's policies, procedures and tools. 
Training can be conducted over video conferencing 
software, so new employees can be walked through 
processes and shown how to use certain tools. Other 
training materials, such as video training documents, 
can also be used. Weekly meetings can be set up with 
new employees to ensure they are moving at a good 
pace and have a good understanding of operations.
Thankyou
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