What Is a Virtual Customer Support Center?

A customer support agent handles incoming or outgoing customer calls for a business.

A traditional customer support call center employs knowledgeable people, often trained in a specific field, to assist customers or clients who call in regarding a company's products. In 1998, the first home-based customer care business model was pioneered, tapping into a highly educated work force who could operate from home, resulting in a lower overhead for the company.

Definition

Working in the virtual world eliminates commuting.

A virtual customer support center is a call center whose representatives are not centrally located, but rather geographically dispersed. For virtual customer support agents, this arrangement can prove much more attractive work than a traditional customer support center because hours are more flexible, the commute is eliminated, and there is no dress code to adhere to. Businesses also reap benefits from a virtual customer support center because of the savings on space and equipment, as well as experiencing a much lower turnover rate.

Advantages

My Twinn is a high-end doll manufacturer.

For companies that offer seasonal products and services, a virtual customer support center can be hugely cost-effective because there is no need to maintain a customer support facility year-round. Companies such as My Twinn entered the world of virtual customer support centers in the year 2000. My Twinn reported that year, "30 percent more inquiry calls were converted to orders, employee turnover decreased 88 percent, and 90 percent fewer calls had to be escalated (transferred to a higher-level employee), compared to 1999."

Role

Excellent math and computer skillls are often a must.

The role of a virtual customer support center agent consists of providing live support via email and telephone, data entry, attending weekly team calls, having at least basic knowledge of multiple product lines, outstanding customer service skills, math and business skills, reliability, and a high-speed Internet connection. Most virtual customer support center employers will also require a typing test be completed because efficiency is an absolute must. Before applying for a virtual position, it is recommended that you inquire what home office equipment you are required to have, such as a printer or fax machine. Virtual customer support centers often provide a headset and/or telephone equipment, but it is always wise to ask before spending money to start any new job.

Misconceptions

Working in the virtual world can be much more flexible.

Most virtual customer support center agent positions are not sales-driven or commission-based, nor do they require cold-calling. When applying for a position in the virtual world, keep in mind that it will most likely have a flexible schedule, which means it does not have to be full-time, and it won't necessarily be a Monday through Friday position.

Job Outlook

The virtual world offers a multitude of possibilities.

There are currently more than 100,000 home-based phone representatives employed across the United States. Calls received by virtual customer support agents can vary from customer calls, tech support calls, help desk calls, outbound customer call agents, product requests and order desks. Call centers have become big business in the new age of technology, and when seeking a job in the virtual world, the options are nearly endless.

References

• CIO: My Twinn Scores With Virtual Call Center
• Alpine Access: Current Opportunities
• West Corporation: Advanced Call Centers