What is a Virtual Call Center?

Virtual call center business refers to the business in which virtual call center providers provide virtual call center agent resource rental and agent outsourcing services to enterprises.It is mainly used by governments, enterprises and institutions, and social organizations to provide hotline services and telephone marketing to the public and customers And other activities. Virtual call center employees may be divided into several small centers based on location, but most people work from home.

Virtual call center

Virtual call center business refers to the business in which virtual call center providers provide virtual call center agent resource rental and agent outsourcing services to enterprises.It is mainly used by governments, enterprises and institutions, and social organizations to provide hotline services and telephone marketing to the public and customers And other activities. Virtual call center employees may be divided into several small centers based on location, but most people work from home.

Chinese name

Virtual call center

Foreign name

virtual call center

Business users are solving external

Standard virtual call center

1. Automatic voice service can realize corporate greetings, information release, and automatic voice

The management and application of the virtual call center must be solid and stable, which is conducive to long-term development. It can be divided into the following three steps:

Virtual call center simplification technology

In the process of building a virtual call center, we should focus on how to turn all collected customer details into usable information, and choose a technical solution around this purpose. The goal is to strengthen business user access control and instrumentation by setting up the correct management tools. Disk capacity.

Virtual call center secure interaction

Within the framework of the virtual call center structure, a secure access zone is established for different business users, that is, only when customer information is related to the user's job role, can it be accessed. Therefore, the technical solution used by the virtual call center must provide managers with rapid analysis capabilities, allow them to grasp the information that supports correct call routing decisions, and solve problems in real time. Second, there must be multiple layers of secure access mechanisms to prevent calls during calls. Disclosure of sensitive information in the central environment to irrelevant employees. ^[1]

Virtual call center standardization

We can think of a virtual call center as a cluster of decentralized agents, systems, and technologies. What a company needs to do is to form a standardized process through unified system standards and glue them together without affecting or excluding each other. In addition, when selecting a virtual call center system, business continuity and disaster recovery capabilities should also be emphasized. This ensures that when an emergency occurs, the call center manager can quickly restore or start an alternate call route without affecting Customers cause disruptions and affect business operations. ^[2]