What is a virtual call center?
A virtual call center is a call center that is not bound by physical office space. It is made up of agents who are often located in scattered geographical locations and collaborate together with a virtual call center software. The agents could be working from home or from other regional offices. Since all the agents handling calls may not be located in a single location, a virtual call center may or may not have a physical office. Owing to its cost benefits and minimal IT infrastructure requirements, a virtual call center is considered to be an ideal fit for small businesses.
What do virtual call centers do?
All virtual call centers are set up for the purpose of handling inbound and outbound calls.
Inbound calls take care of answering incoming phone calls from callers who are enquiring about a product, want support setting up or using the product or need some other form of assistance.
Outbound calls are primarily made for cold calling prospects and telemarketing. Sometimes, the calls could also be to verify information provided by an individual. Like a bank calling a loan applicant.