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The term has become widespread, but exactly what is a virtual call center? Let's begin by examining the concept of traditional centers and how they are used. We will then delve into how the virtual equivalent differs in operation, and what the benefits can be of switching to a virtual configuration. What is a Traditional Call Center? The simplest definition of this term is: a group of people who make and/or receive calls for a given purpose, which can be but is not necessarily commercial in nature. What are they Designed to Do? Call centers can be used for many purposes. Business uses include: telemarketing, such as outbound sales prospecting receiving inbound sales inquiries providing inbound and outbound customer support connecting and assisting employees conducting surveys informing existing customers of new products/services following up/touching base with existing prospects, to help stay top of mind However, they are not used only by businesses. Many non-profit organizations, hospitals, emergency personnel and various other parties use these centers to manage their call flow and ensure that urgent calls are quickly attended to and routed to the proper party. If you have ever had reason to call 999, you've spoken to call center staff. You most likely heard "999, what is your emergency" or a similar question. This is an excellent example of such a center at work. You were briefly in a queue, your call was routed to an employee, they quickly gathered the information, and they then dispatched your information (hopefully!) to the appropriate party. Survey and statistics organizations also employ call centers to gather useful data on a wide range of subjects. Employees in centers such as these might be placing outbound calls to gauge public opinion on important issues, collect general demographic information, perform market research, and more.
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