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