VIRTUAL CALL CENTER: Meaning, Software, and How to Start One in 2023

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As businesses grow and go worldwide, the necessity for effective customer service grows in importance. A virtual call center is one of the most popular solutions for enterprises. We’ll walk you through all you need to know to build a virtual call center and give great customer service. The term “virtual call center” is frequently used to characterize a cloud-based contact center deployment that does not require special hardware and allows supervisors and agents to be geographically dispersed – frequently incorporating work-from-home agents. With a web-based agent and supervisor desktops and softphone technologies, your contact center workforce only requires a computer and an Internet connection.

Virtual call center setups have various benefits, including the ability to hire the right people regardless of location, the simplicity of hiring agents across multiple time zones to provide around-the-clock customer service, and lower overhead and maintenance expenses. 

Virtual Call Center 

A virtual call center is a call center that uses technology to allow agents to work remotely from anywhere in the world. This can be a cost-effective and efficient way to provide customer service or sales support. Virtual call centers with an uptime SLA offer built-in continuity for contact center disaster recovery planning, which facilitates the process of sustaining service levels even during a network outage or natural disaster. A virtual call center is an outsourced customer care center. It connects agents from all around the world via cloud-based applications. A virtual call center differs from a regular call center in that it does not require agents to work from a physical location. 

All virtual call centers are set up to handle both inbound and outbound calls. Inbound calls handle inbound phone calls from people who want to know more about a product, need help putting it up or using it or require some other type of assistance. Cold calling prospects and telemarketing are the most common uses for outbound calls. Calls may also be made to verify information provided by an individual. 

Why Should a Company Use a Virtual Call Center?

Reduced costs: Because virtual call centers do not require a real site, hardware setup, or maintenance, they are less expensive than traditional call centers.

Virtual call center solutions enable organizations to hire agents from anywhere in the world, giving them access to a larger pool of talent.

Scalability: Virtual call centers may simply scale up or down to suit business demands without regard for actual space constraints.

Customers can receive service around the clock if a virtual call center is available 24 hours a day, and seven days a week.

Improved customer experience: Because employees may work from anywhere, virtual call centers can provide better client experiences by lowering wait times and giving faster solutions.

Virtual Call Center Software

A virtual call center can be set up using a variety of software tools. Among the most popular choices are: Zendesk, Salesforce, RingCentral, and 3CX. After you’ve decided on a software solution, you’ll need to set up your call center infrastructure. This contains items such as Telephone systems, computers, access to the internet, and headset. You can begin hiring agents after your infrastructure is in place. When employing agents, seek those with great communication skills and who are comfortable working remotely. Once you’ve assembled a team of agents, you can begin training them on your company’s products and services. You will also need to supply them with the necessary tools and resources. Once your agents are trained, you can start routing calls to them. You can do this manually or you can use a call routing system to automatically route calls to the appropriate agent.

A virtual call center software program supports inbound and/or outbound dialing in various, scattered locations. Agents using virtual call center software can receive and make phone calls from their homes or regional offices. Apart from its dispersed structure, virtual call center software performs the same functions as traditional call center software. Virtual call center software, like traditional call center software, can handle high call volumes through call routing, pre-recorded responses, call transferring, and other features. Some virtual call center software include the following

#1. Zendesk

Zendesk’s industry-leading ticketing solution includes virtual call center software to provide a consistent customer experience. Zendesk provides a package that can suit your demands regardless of the quantity and kind of service channels. Even better, their products are designed to give the features required to assist teams of any size in resolving difficulties more quickly straight out of the box.

#2. AirCall

Aircall is a well-known virtual call center service that claims to be as simple to set up as an email. E-commerce brands and software firms alike utilize Aircall to deploy fundamental call centers capabilities such as call routing and IVR, as well as more complex features like Power Dialing and CRM connections. You may also use Aircall to create automation, analyze call data, and interface with other technologies. The speed and efficiency of the onboarding process is a recurring subject in unfavorable Aircall evaluations. 

#3. Ameyo

Ameyo is a worthy player in the virtual call center software industry, with over 1600 clients distributed over 40 countries. Furthermore, Ameyo offers incoming and outbound call centers, cloud contact centers, and conversational AI solutions in addition to virtual call center software. Its virtual software contains all of the fundamental and advanced capabilities required to optimize client engagement, whether through inbound or outbound calls. Call disposition, voice blasts, a preview dialer, and intelligent call routing with IVR and ACD are all notable features. Ameyo is configured as a unified agent desktop, allowing agents to handle tickets from many channels in a single consolidated dashboard.

#4. TalkDesk

TalkDesk’s website lists a wide variety of products, although the software’s main use is as a virtual call center solution. TalkDesk offers sophisticated CX analytics, a self-service portal, workforce management capabilities, and staff collaboration tools in addition to its essential virtual call center features. Additionally, sales and service representatives can place and receive calls anywhere thanks to the mobile app.

#5. CloudTalk

Virtual call center software that can grow with rowing businesses is necessary. With phone lines for more than 140 countries around the world, CloudTalk is ideal in that regard. Large, global retailers, automakers, and logistics organizations rely on CloudTalk as their virtual call center software of choice. All the fundamental and sophisticated capabilities that you would require from your software are there in CloudTalk. Every package includes typical features like call queuing, call recording, extensions, SMS support, custom greetings, and much more. Prices for CloudTalk plans range from $25 to $50 per user each month.

#6. Bright Pattern

Bright Pattern’s amazing synthesis of sophistication and usability enables virtual call center agents to make use of embedded AI’s potential to deliver superior customer experiences. Additionally, Bright Pattern includes a wide range of well-liked CRM interfaces, such as links to Zendesk, Salesforce, Oracle Service Cloud, and ServiceNow.

Start a Virtual Call Center

It may appear difficult to begin a virtual call center, but there are only a few simple procedures to follow:

1. Choose a virtual call center supplier who delivers the functionality you require as your first step.

2. Establish the number of agents you’ll need and their responsibilities.

3. Install software for a virtual call center that has tools for call monitoring, call recording, and call routing.

4. Educate staff members on the program and good customer care techniques.

5. Open your virtual call center and begin offering first-rate customer service.

How to Install Software for Virtual Call Centers

In just a few steps, you may set up the software for virtual call centers:

1. Decide which service provider offers the functionality of virtual call center software that you require.

2. Open an account with the provider and pick the best plan for you.

3. Choose a virtual phone number for your company in step three.

4. Set up the functionality for your virtual call center, such as call recording, call monitoring, and call routing.

5. Check the software’s functionality by testing it.

Virtual Call Center Business 

For many businesses, establishing a virtual call center is the ideal approach to conducting business. Companies can reduce overhead expenses while still accessing top talent by linking work-from-home agents globally. With just a few basic steps, you can set up a virtual call center. Setting up a virtual call center is now more feasible than ever thanks to modern technology, which makes it possible to run a full call center through the internet. Virtual call centers can be established with very little capital, which is advantageous for any business that is just getting started. The precise cost will change depending on the size of your clientele and the number of your team. 

However, businesses of any size can make use of it to have agents who can call and be reached by customers, leads, or prospects anywhere in the nation or the world. It is also simpler to establish a 24/7 call center with personnel dispersed throughout different time zones.

How to Set Up a Virtual Call Center in Your Business Easy Steps

It’s simple to create a successful virtual call center by just following these guidelines. 

Choose Your Industry or Expertise. Too many business entrepreneurs begin their journey without first laying the required foundation. Don’t act that way. Determine precisely what kind of call center you need to establish first. What is your business’s sector and purpose for using the call center? Do you use it to make outgoing sales calls? Is this for ongoing client and customer communication?

Recognize the Limits of Your Budget. Get a handle on your overall budget and contrast it with the investments you must make to launch your virtual call center. Determining the equipment you will require to begin with is a good idea. We previously stated VoIP technology and fast internet. However, your staff could require extra equipment and accessories, such as headphones for phone conversations.

Create Your Own Call Process. If you have already put in the hard effort, persuading clients that your organization is capable of the assignment can be simple. To arrange your workflow, you can utilize planning tools like mind maps, flowcharts, task management software, and others. 

Locate Customers Who Require Your Services. It’s crucial that you start by locating clients who require your services if you want to turn your virtual call center into a profitable venture and establish a solid reputation. You won’t achieve your goals by focusing on the incorrect market or industry. Spend some time researching your market and sector to make the most of your marketing efforts. 

Virtual Call Center Job

Virtual call center jobs are mostly concerned with providing phone support in a range of industries. While many people identify virtual call centers with telemarketing and customer service, businesses also utilize them for tasks like scheduling appointments. In this capacity, you may be responsible for managing inbound and outbound calls, collaborating with other staff to solve customer problems, and providing further support or answering consumer inquiries as needed. Many virtual call centers specialize in a certain field. A virtual call center, for example, can provide financial services or remote healthcare. Virtual call centers frequently allow

The essential requirements for a virtual call center job differ depending on the business in question. Some companies are prepared to hire nearly anyone, however, more professional facilities normally require at least one year of customer service experience. Senior-level positions demand five years of supervisory or management experience, as well as three years of employee experience. Some companies require additional training. To perform the duties and obligations of a virtual call center job, outstanding communication skills, good hearing, and a dependable high-speed internet connection are required. Conflict resolution skills are especially useful in this industry, and any experience with them can help you stand out from the crowd. Because this is a distant position, you must also be very good at time management.

What Is a Virtual Call Center? 

The term “virtual call center” is frequently used to characterize a cloud-based contact center deployment that does not require special hardware and allows supervisors and agents to be geographically dispersed – frequently incorporating work-from-home agents.

How Do I Become a Virtual Call Center? 

How do you set up a virtual call center?

  • Define the scope of your virtual call center.
  • Establish a budget.
  • Select and implement the appropriate software.
  • Set up the appropriate measurements and KPIs.
  • Don’t undervalue analytics.
  • Hire a call center agent team.
  • Concentrate on continual agent training.

What Does a Virtual Call Center Agent Do? 

A virtual call center representative offers remote customer service through a variety of channels, including email, phone calls, and online chat. Others focus on telemarketing, technical difficulties, or sales. Depending on their knowledge and experience, employees also operate with varying levels of support.

Is Call Center Agent a Stressful Job?

It’s no secret that a lot of call center employees feel anxious. Up to 74% of contact center employees may be at risk of burnout, claims a market survey. Given how prevalent this issue is, some critics have even questioned whether persistent workplace stress represents the “new normal.”

What Skills Do I Need to Be a Call Center Agent? 

Effective Communication Skills are the most important characteristics of a successful call center agent. The nature of the work necessitates good communication abilities… Knowledge Retention and Recall… Pressure Handling Ability… Speed and Efficiency… Creative Problem-Solving… Emotional Stability… Empathy… Organizational Ability.

Can I Be a Call Center Agent Without Experience? 

If you wish to work in an incoming call center but have no experience, you can apply for customer service positions where you will troubleshoot difficulties over the phone, arrange appointments, and otherwise assist callers.

How Do I Become a Call Center Agent With No Experience?

If you wish to work in an incoming call center but have no experience, you can apply for customer service positions where you will troubleshoot difficulties over the phone, arrange appointments, and otherwise assist callers.

Is It Hard Being a Call Center Agent?

In reality, working in a call center is not difficult. You just must have the correct temperament for the job, understand your job tasks, love addressing people’s issues, and be able to handle several jobs at the same time.


Having a virtual call center is an amazing approach to delivering outstanding customer service while keeping expenses low. You may set up a successful virtual call center that fulfills the demands of your business and your clients by following the procedures indicated in this article and selecting the correct virtual call center software supplier. Make a call right now!

  1. CALL CENTERS: Meaning, Services, Software & Training
  2. CALL CENTER MANAGEMENT: Meaning, Duties, Salary, and Skills
  3. Call Center Job Description; Complete Guide
  4. CUSTOMER CALL SERVICE; Duty, Quality, Types, and What To Know


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