Skip to main content

What is A Virtual Call Center? 

A virtual call center (VCC) is a contact center or call center that operates with remotely based customer service agents. Agents are dispersed geographically, and teams are managed remotely. VCCs have become a popular strategy since the COVID-19 pandemic. 

 

Benefits of a VCC 

Contact centers experience several benefits when using a VCC: 

  • Lowers operational costs 

  • Provides access to a wider agent talent pool 

  • Enables customer service across multiple time zones 

  • Gives agents more flexibility in scheduling shifts 

Image
People Talking on Phones
Image
Blue-Icon-Agent-EQ-Graphics_Unified-Communications

Cloud-Based Agility

Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.

Image
icon-blue-Card-Essentials-WFM

Connected Journeys

The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.

Image
Blue-Icon-Agent-EQ-Graphics_Digital-Engagement

Omnichannel Unification

Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.

Image
Partner Banner Icon

Customer Context

Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience

Image
icon-blue-Card-CRM-Connectors

CRM 
Integration

Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.

Image
icon-blue-Card-IVA

Artificial Intelligence (AI)

AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.

Image
Legacy icon

Real-Time Management

Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.

Image
icon-blue-Card-WFO

AI & PCI Compliance

Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
 

Image
Module-Let-Us-Help-You-Icon

Have more questions?