How Does a Virtual Call Center Work?
From a customer perspective, there is no way of telling whether or not you are calling virtual call center or a regular call center. The customer will call the regular 800 number and that call will be routed to a customer service representative at the virtual call center. However, a virtual call center does mean that customers can call at their convenience and not be limited to the business hours of a certain time zone, as reps are scattered across the country and are able to work the hours that suit both theirs and the business’ needs. CSRs at their homes would start their day at their scheduled start time by simply turning their home computer on, logging into their employer’s system, plugging in their phones and making themselves available to take calls. Calls are routed by the web-hosted call center to an available CSR with the right skills set to assist the caller. A CSR will even have access to managers and coaches if they need to transfer a call that they are unable to resolve. J
