How to start a virtual call center? Getcallers
The cloud-based contact center market is expected to grow to 20 billion USD by 2022, worldwide. In this scenario, virtual call centers are a popular solution.
The cloud-based contact center market is expected to grow to 20 billion USD by 2022, worldwide. In this scenario, virtual call centers are a popular solution. These virtual call centers operate beyond physical offices and bring multiple benefits.
Virtual call centers do not need much to operate, setting them up is a straightforward process. Here’s how to start a virtual call center :
Specify the focus of your virtual call center
Firstly, it is essential to decide on the type of call center you are going to start. This will impulsively recognize the features you should look for in a virtual call center, also the services you are actually going to provide, and the skills needed from your team to do so.
Since call centers can perform multiple services, there are several types of virtual call centers. The simplest way to make the choice is to find out whether you want to concentrate entirely on responding to incoming calls or outbound call services.
Create the organizational structure
Once you have decided what type of call center you are going to run, it is time to give the organizational structure a thought. Usually, you would have to make substantial investments in office equipment, high-speed Internet, and rent. With virtual call centers, there is no need to spend money on all that.
The only thing you require is a good microphone, headset, and a reliable Internet connection. You also have to keep in mind the budget, you need to invest in the best setup as well as the software that suits you. Which is the next point :
Select the right software
There is various software available in the market, so it is better to keep some points in mind to make the right choice.
Once you select your software, keep in mind that the deployment should not take too long in order not to obstruct the functioning of your virtual call center.
When implemented right, cloud-based call center solutions can take just a moment to start working. In most cases, you will only need to create an account, get a virtual phone number, customize a few settings, and prepare for making & answering calls right away.
Hire a team of call center agents
When you cover all these steps you already have the organizational structure. Now, it's time to reevaluate how many call center agents you really need.
The fact is that your call center is only as good as your call center agents are. But, if you hire more of them, you will face additional costs. In contrast, if you hire too few means being understaffed and having problems with handling all calls flowing through your call center.
It is advisable to start with a small and experienced team, and gradually increase the number of employees with the growth.
Concentrate on growing your business
Starting a virtual call center from scratch is not only about setting up the software and hiring a few agents. It is important to not depend on your laurels and keep growing your call center.
It is essential to keep the spirits high and facilitate teamwork as much as possible. In order to accomplish so, you require customer-focused metrics and strong call center management to get your team on board and start meeting the performance targets as quickly as possible.