What is a virtual call center? + How to start one

Ready to take your customer service to the next level? Virtual call centers can help you scrap overhead costs, inflexible staffing, and limited scalability for good. 

In this guide, we’ll dive deep into virtual call centers, exploring their benefits, how to set one up, and best practices for success. Whether you’re a small business owner or a large corporation, virtual call centers offer a flexible, cost-effective solution to keep your customers happy from the comfort of your home.

A virtual call center is a modern customer service solution that uses cloud-based technology to enable agents to work remotely. These call centers operate entirely online, allowing agents to handle customer inquiries from anywhere with an internet connection. 

Traditional vs. virtual call centers

Traditional call centers are physical facilities where agents work on-site to handle customer questions and concerns. These centers require significant investments in real estate, infrastructure, and on-premise hardware, and costs can quickly escalate when a call center is ready to scale.

Virtual call centers offer a compelling alternative to traditional models. They're cheaper to run because you don't need to pay for office space, equipment, or on-site IT staff. Everything happens online, so you can get started quickly without waiting for lengthy installations. This also makes it easier to handle more calls when things get busy, and you can hire top agents around the world. 

With advanced call routing and automated workflows, your agents can focus on providing excellent service. This generally means happier customers and less time wasted on hold. Plus, agents are often happier because they can work from home with more flexibility, so there’s less turnover.

Establishing a virtual contact center is a great way to provide excellent customer service while reducing operational costs. Follow these steps to get started:

1. Define your business model

The first step in launching a virtual contact center is laying out your business plan. This involves identifying your niche, target market, and the specific services you’ll offer. 

For instance, you might choose to specialize in inbound customer support, outbound sales, or technical support. Clearly defining your business model will help you tailor your operations, marketing strategies, and agent training to meet the unique needs of your target audience.

2. Choose the right virtual call center solution 

Once you’ve defined your business model, the next step is to research the best virtual call center systems. This software serves as the backbone of your operations, enabling seamless communication, efficient workflows, and valuable insights. When choosing a software solution, look for features such as:

• CRM integration: The software should integrate with your CRM system so agents can seamlessly access customer history and data in order to better understand the customer needs at hand. 
• Call recording: Call recording functionality is essential for quality assurance, training purposes, and enabling compliance with industry regulations.
• Sentiment analysis: Sentiment analysis tools can help you gauge customer sentiment by analyzing the tone and language used during interactions. You can use this information to identify areas for improvement and enhance the overall customer experience.
• IVR system: A robust IVR system provides customers with an interactive menu, making it easier for them to navigate self-service options and reach the right agent.
• Skill-based routing: Skill-based routing directs calls to the most qualified agents, helping improve first-call resolution rates and customer satisfaction.
• Agent assist: Agent assist tools provide real-time information and guidance to agents so they can resolve customer issues efficiently and accurately.
• Analytics and reporting: Comprehensive analytics and reporting capabilities allow you to track key performance indicators, identify trends, and make data-driven decisions to optimize your operations.

3. Build your team

With a solid business plan and the right technology in place, the next step is to build a skilled and motivated virtual call center team.

Start by recruiting the right talent. Identify the specific skills and experience required for your virtual call center, like excellent communication and active listening. Use online job boards, social media, and professional networking platforms to attract qualified candidates. 

Once you’ve hired your team, you’ll need to develop a comprehensive training program to equip them with the necessary knowledge and skills. Provide training on your chosen software, product knowledge, customer service techniques, and communication skills. 

Employee training isn’t a one-and-done step — offer ongoing learning and development opportunities to keep your team up to date with the latest industry trends and best practices.

4. Set up your infrastructure

A solid infrastructure is essential for the smooth operation of your virtual call center. Start by establishing a secure network that protects sensitive customer data. Require your agents to use strong passwords, firewalls, and encryption to safeguard information.

Next, make sure your agents have everything they need to work from home. This includes a good internet connection, a headset, and any other necessary equipment. You should also use collaboration tools, like instant messaging apps, video conferencing software, and project management platforms, to help your team communicate and work together effectively.

To make virtual work even more streamlined, some companies now offer MultiCasS platforms that include contact center software and employee engagement tools. These platforms provide a single, integrated solution for all of your communication needs, making it easier for agents to collaborate and stay connected. 

Finally, create clear rules for how agents should work from home. This includes setting work hours, tracking their performance, and setting standards for communicating with each other. Establishing clear guidelines will help you create a productive and efficient virtual work environment.

5. Focus on customer experience

Your customers are the heart of your business. To keep them happy, you need to deliver excellent customer service. One way to do this is by using technology to understand how your customers feel. 

Tools like sentiment analysis analyze the customer’s experience in an interaction, helping to identify areas for improvement. This helps you understand what your customers like and don’t like about your service.

Another way to improve customer experience is to train your agents to be friendly, helpful, and knowledgeable. They should be able to solve customer problems quickly and efficiently. Use automated tools like AI-powered virtual agents to answer common questions, reduce wait times, and free up your agents to handle more complex issues.

Finally, make sure your customers can easily contact you. Offer multiple communication channels, like phone, email, web chat, and social media channels. 

By focusing on these key areas, you can create a positive customer experience.

6. Set and monitor performance metrics

Make sure your virtual call center runs smoothly by setting clear performance goals and key performance indicators (KPIs). These metrics can help you identify areas for improvement and make data-driven decisions about your operations. Some important KPIs to track include:

• Average Handle Time (AHT): AHT is the average time it takes to resolve a customer issue. By reducing AHT, you can improve agent productivity and handle a higher volume of calls.
• First Call Resolution (FCR): This is the percentage of customer issues resolved on the first contact. A high FCR rate indicates that your agents are well-trained and efficient in resolving customer issues. 
• Customer Satisfaction (CSAT): Measuring CSAT helps you gauge customers’ satisfaction with your service. By identifying areas where customer satisfaction is low, you can take steps to improve the overall customer experience.
• Net Promoter Score (NPS): NPS measures customer loyalty and advocacy. By tracking NPS, you can identify your most loyal customers while also uncovering areas of customer dissatisfaction as opportunities for improvement. 
• Agent adherence: Monitoring agent adherence tracks whether agents are following schedules and breaks. This helps maintain consistent service levels and avoid excessive wait times for customers.

By regularly tracking these metrics, you can identify trends, reward top performers, and coach agents who need improvement.

7. Evaluate and improve

Once your virtual call center is up and running, it’s important to continually evaluate and improve its performance. Regularly review your KPIs and identify areas where you can make improvements.

Consider using customer feedback surveys to gather insights into your customers’ experiences. This feedback can help you identify pain points and areas where you can enhance your service. You can also use call monitoring and recording to analyze agent performance and identify new training opportunities.

Virtual call centers offer a multitude of benefits for businesses, like: 

• Reduced operational costs: Lower overhead costs for physical office space, utilities, and equipment.
• More flexibility: Scale operations quickly and easily to meet changing business needs.
• Better customer experience: Improve customer satisfaction through 24/7 availability, personalized service, and faster response times.
• Access to global talent: Hire the best agents from anywhere in the world.
• Improved employee satisfaction and productivity: Flexible work arrangements and reduced commute times can lead to happier and more productive employees.
• Less risk: Reduce the risk of disruptions due to natural disasters or other unforeseen events.

Choosing the right virtual call center software can determine the success of your business. Consider these key factors when making your decision:

Carefully review pricing and contract terms

Choosing a virtual call center system involves carefully reviewing pricing and contract terms. It’s important to understand the pricing structure, including any hidden fees or additional charges. 

While lower upfront costs may be tempting, consider the long-term value and potential hidden expenses. Carefully read over the contract terms to make sure you understand the service level agreements (SLAs), termination clauses, and dispute resolution processes. 

A well-drafted contract can protect your business interests and provide peace of mind. By thoroughly reviewing contract terms, you can select a provider that offers the best value for your money.

Seek exceptional customer service

Choosing virtual call center software with a proven track record of excellent customer service is essential not only for your customers but also for your agents. A good provider offers dedicated support to your agents so they have the tools and resources they need to succeed. This includes prompt technical support, access to training materials, and guidance from experienced professionals.

Research the software provider’s reputation by reading online reviews, checking customer testimonials, and contacting current or past clients. Look for providers that prioritize agent satisfaction and offer comprehensive training resources. 

Consider ease of use

Virtual call center software with a user-friendly interface and intuitive features can boost agent productivity and customer satisfaction. A well-designed platform can save your agents time and effort, allowing them to focus on providing excellent customer service. Look for features that automate routine tasks, such as automatic call recording and call routing.

Additionally, look for providers that offer AI-driven features. These tools can provide agents with real-time assistance, such as next-best action recommendations, surfacing accurate knowledge base articles, transcribing calls, and analyzing customer sentiment. 

Prioritize data security and compliance

Customer data is sensitive, and protecting it from unauthorized access and breaches should be a top priority. Look for providers that follow industry-standard security practices, like data encryption, secure data transmission, and regular security audits.

You should also confirm that your provider enables compliance with relevant data privacy regulations, such as GDPR and CCPA.

By following these steps and carefully selecting the right technology and team, you can establish a successful virtual call center to elevate customer service and drive business growth. 

With cloud-based technology, real-time assistance, and virtual agents, the AI-first Zoom Contact Center makes it easy to deliver seamless customer care from anywhere in the world. Request a demo today and take the first step toward transforming your customer service operations.

Is a virtual call center profitable?

A virtual call center can be highly profitable. By eliminating the need for physical office space, reducing overhead costs, and increasing operational efficiency, virtual call centers can significantly improve your bottom line. 

The flexibility and scalability of virtual call centers also allow you to adapt to changing business needs and maximize revenue.

How do you get contracts for a virtual call center?

Getting contracts for a virtual call center involves a combination of effective marketing, networking, and sales strategies:

1. Start by identifying your target market and tailoring your services to their specific needs. 
2. Build strong relationships with potential clients through networking events, industry conferences, and online platforms. 
3. Create a professional website and use social media to showcase your services and expertise. 
4. Develop compelling sales presentations and proposals that highlight the benefits of your virtual call center, such as cost savings, improved customer service, and increased flexibility. 
5. Be persistent, follow up with potential clients, and offer exceptional service to build a strong reputation and attract more business.

You can also partner with a business process outsourcing (BPO) agency to help you acquire clients and manage your operations. BPO agencies have established relationships with businesses and can connect you with potential clients.

How much does it cost to open a virtual call center?

The cost of starting a virtual call center varies depending on factors like the size of your team, the technology you choose, and the specific services you offer. 

You can expect initial costs for software licenses, hardware, and training. Ongoing costs include agent salaries, software subscriptions, and operational expenses like internet and utilities. Create a detailed budget to accurately estimate your startup and ongoing costs.