What Do You Need to Start a Virtual Call Center?

Remote call centers and work from home phenomenon have been part of this industry for many years. But since the COVID 19 outbreak has shaken the world, the real value of virtual call centers is accepted by this industry. In fact, a majority of call centers have decided to set up a virtual call center. 


Whether you are switching your existing call center to the virtual one or just getting started in this industry, you must have knowledge of what you will need now and on the go. This article will share everything that you will need for smooth operations. 


1. Cloud based call center solution 


Cloud based setup to work remotely for any solution has become necessary. By keeping this necessity in mind, a majority of providers of call center solutions develop software that can be hosted over cloud platforms. Still, it is necessary to check with the provider about the compatibility of the software on cloud hosting platforms. 


Some cloud call center solutions work only on specific cloud platforms like AWS (Amazon Web Server). It is necessary to ensure that your software can be installed on any cloud platform, so you can take the liberty of selecting your preferred hosting partner. 


2. Skilled agents 


One of the major reasons to run a virtual call center is to hire the best talent across the globe. While setting up a virtual call center, you must consider the option of hiring a team across the globe. You can even hire agents across the nation because they can operate from anywhere using your cloud based call center solution. If you are going to offer services in any other country, it is recommended to hire agents from that country because it will help in onboarding native speakers and locals that can build a better bond with clients and provide more satisfactory services. 


3. HRM system 


The cloud call center solutions will provide the required coaching and monitoring features like live statistics, conference calling, whisper, barge-in, etc. However, it will not have any direct feature to manage your staff that would work from different geographical locations. Even if you hire locals, they are going to work from home and therefore, having a system that can track productivity along with working hours is necessary. You must get a reliable and feature rich HRM system. 


4. Internal communication solution 


Many call center solutions provide features like extension calling, direct DID calling, instant messaging, etc. Still, it is necessary to get a more feature packed internal communication system. This will help in conducting weekly or daily stand-up meetings, update meetings, and even training sessions. 


Concluding notes 


Running a remote call center is not difficult at all with technological advancements and a reliable team that is ready to work enthusiastically even from remote locations. But the right results can be achieved only if you invest in the right team, technology, and tools. You must get the solutions mentioned in this article for seamless operations. 


If you are looking for the best software to start your virtual call center, get in touch with a team of iCallify. For more details, visit https://icallify.com/ 

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