How to Implement a Virtual Call Center

A virtual call center eliminates the need for a high investment.

Traditional call centers strive to maintain a high level of customer satisfaction when servicing their clients. Virtual call centers do the same. A virtual call center is beneficial for companies looking for ways to cut costs, lower employee turnover and increase customer loyalty. A virtual call center will offer support from anywhere and will provide the most beneficial alternative to the standard brick-and-mortar location. Basic steps are required to implement a virtual call center.

Things You'll Need

• Call center software
• Landline phone service
• Dedicated phone line
• Hands-free telephone set

Instructions

1. Purchase a call center software program. Call centers are similar in a variety of industries and most call center software providers don't specialize in one type of call center. This software will allow you to gather information about message flow and call history, keeping track of how many calls you handle a month while enabling you to manage your inbound and outbound calls.

2. Contact your Internet service provider and local telephone company to have an Internet connection and dedicated phone line installed. Make sure your Internet connection is high quality as this will help you retrieve information quickly while you are in talking with your customer.

3. Purchase a telephone system. The telephone system does not have to be expensive, but it does need to be professional quality and be able to produce a clear phone call. A phone call with poor quality, and background noise and static is not the image companies want when their customers contact a virtual call center. When prospective clients call you center, it is imperative that the reception be high quality. Whether your equipment is leased, purchased or hosted, you must be able to accept multiple incoming calls, then direct the calls to the client, and then deliver the data back to the customer in the format chosen.

4. Purchase a hands-free headset for the telephone. Headsets must be suited to meet challenges of the environment and have a noise-canceling microphone. A headset with standard noise cancellation can still pick up background interference, compared to the ultra microphone. The headset must be comfortable, durable and have a good warranty. In addition, a hands-free headset will help you execute multiple tasks, such as making notes and entering information while you are speaking with the customer.

5. Market your services as a virtual call center. Advertise your services on websites and join a networking community such as Linkedin. Search the Internet for companies looking to utilize virtual call centers. Companies such as AdviseTech and Affiliated Computer Services, a Fortune 500 company, utilize the services of virtual call centers.

Tips & Warnings

• Don't have too many prompts. The prompts on the phone should only be two menus. If you have more than two menus, you run the risk of loosing calls. Also, include a prompt to reach a live voice at any point.

References

• High Speed Internet Providers
• Inside CRM

Resources

• Good Morning America