What Is Virtual Call Centre And How Does It Work

What Is a Virtual Call Centre

The rise of remote work and virtual communication technologies has led to new business models that challenge traditional office-based operations. One such model is the virtual call centre, which allows companies to provide customer service and support to their clients through remote agents working from different locations.

A virtual call centre leverages cloud-based technologies and virtual communication tools to enable agents to work from home or other remote locations while delivering the same service level as a traditional call centre. 

In this article, we will explore the concept of a virtual call centre in detail and explain how it works, highlighting its benefits, challenges, and best practices for implementing one successfully.

What Is a Virtual Call Centre?

With the emergence of VoIP phone systems, there is no longer a need to have all your employees under one roof. With the help of a virtual call centre, you can manage your tasks and deliver services to your customers like an onsite call centre. It offers you several work distribution solutions. 

A virtual call centre is similar to a typical call centre in terms of functionality. However, it does not have a physical location and specific business hours. It consists of remote agents who deal with customers from different locations via a single platform. Call centre agents gave the facility to work from the office, home or anywhere with an internet connection.  

At the heart of a virtual call centre is cloud-based software such as VoIP that routes calls to the agents using internet-enabled internet-enabled devices such as smartphones, laptops or tablets. A virtual call centre uses an internet connection to make and receive calls, meaning your agent only needs a mobile device and a reliable internet connection. 

Unlike an on-premises call centre, a virtual call centre has a lower operational cost and is perfect for businesses with clients in different time zones.

How Does A Virtual Call Centre Work?

Virtual call centres can be set up in geographically dispersed locations, smaller areas or for working from home. It requires fewer IT resources to set up and is less expensive than a conventional call centre. 

It is cloud-based and generally uses Voice over Internet Protocol (VoIP). Additional staff communication can be done using video conferencing software such as Microsoft Teams or Zoom. 

Virtual call centres can manage both inbound and outbound calls, allowing call agents to make or receive calls when needed. Inbound calls are generally from your current or potential customers needing assistance with a product or service. It may also include account management, technical support or complaints.

On the other hand, outbound calls are those made to current or potential customers from your agents on behalf of your organization. It may also include cold-calling potential prospects.

What Are The Benefits Of Virtual Call Centers?


Most business owners think that allowing agents to work from home has security and productivity risks; recent technological advancements have become things of the past.

Home offices have some distractions, and call centres require stronger data security. But there are so many benefits of virtual call centres than risks.

Here are some most significant benefits:


A major advantage of using a virtual contact centre instead of a traditional one is that your agents can receive calls from any location anytime. It provides a wider pool of skilled workers since they no longer have to travel to an office.

As a result, you can leverage top talent to deliver exceptional customer service and enhance sales. You can also leverage The Virtual Call Centre Network to fulfil your staffing requirements.

In addition, the virtual models allow your team to work around the clock without an increase in operational costs. Having a workplace open and functional 24/7 can be very expensive but with a virtual call centre, you do not need to worry about that.

You can have your team members across different time zones and hire employees ready to work late shifts.

Easy To Set Up

It is simple and quick to set up a virtual call centre. You do not need to order equipment that needs to be installed by your IT team.

With the help or guidance from your service provider, you can easily set up the call centre software or go online in minutes.

Real-Time Call Monitoring

A virtual call centre allows you to monitor calls in real-time in the same way as you do it with on-premises call centres. You can monitor all the devices, numbers, meetings, calls and queues within a single interface. This monitoring comes with some parameters and quality scores. 

It allows you to ensure the quality of your call centre and determine whether your agent is providing the best possible customer support. If you have an outbound call centre, it will help you ensure that your agents use the best tactics to boost conversion rates.

Improved Customers Experience

Virtual call centres give your customer support agents the flexibility and tools to provide a better customer experience. It will enable you to implement a better overflow plan and make specialised virtual teams who operate in different time zones.

Additionally, flexible working hours can help mitigate call spikes and promote a smoother workflow.

Better Employee Engagement

Your sales teams and customer service representatives are an integral part of the operation at a call centre. To ensure optimal performance and productivity from virtual agents, it is crucial to prioritise high employee engagement.

Consider the following strategies to achieve this within a virtual call centre setting.

Enhanced Analytics

Today, cloud-based call centres offer the best call analytics to help you target specific KPIs and analyse departments, user-level and company-wide trends. Using this software, you can receive timely notifications regarding potential issues affecting your users or call centre.

Additionally, the software seamlessly integrates with your CRM solution for streamlined operations.

Quick Scaling

Because virtual centres do not need hardware, you can quickly upscale your business or downsize your operation when required. Your call centre software allows you to work in the United Kingdom or expand your business internationally.

It also allows you to hire as many full-time or part-time agents as possible to fulfil your current call demands.

What Are The Drawbacks Of Virtual Call Centres?

Along with the benefits, virtual call centres also have some drawbacks or challenges that you must consider:

  • It isn’t easy to train employees who are on remote work. There is no face-to-face interaction which makes it difficult to understand new concepts. In addition, technical issues such as slow internet and inadequate software tools hinder training effectiveness. 
  • Difficulty in providing IT services is also a drawback of virtual contact centres. If any of your employees need a laptop or device fixed, it is difficult to provide IT service remotely and employees need to go into the office. 
  • With a virtual call centre  you can not oversee your employees directly because they are usually dispersed at various locations. 
  • Establishing team camaraderie can be more challenging in a remote work environment. Employees may struggle to form meaningful connections with their colleagues and experience feelings of isolation.

Features You Must Look In the Virtual Call Centre

Although many call centre solutions offer similar features, there are some essential features that you should look for in potential software.

Here we are describing some features that must be present in a virtual call centre:

i. Interactive Voice Response (IVR)

IVR technology uses speech recognition to engage customers without needing a live agent. Customers can interact with the system by speaking commands or inputting information using the telephone keypad.

The IVR system can directly answer customer queries or collect necessary information before routing them to a virtual agent.

ii. Security Capabilities

In a call centre, nothing is more sacred than your data, so securing it from all potential threats is essential. Training your call centre agent in data handling and system security is necessary, but you also need the right tools to proceed smoothly. 

It is important to ensure that your call centre solution has the infrastructure, transmission and environmental security, and fraud mitigation.

iii. Power Dialler

It is a great feature of advanced call centre software, which automatically dials the next phone number as soon as the previous call ends. It automates the calling process and reduces the time between calls.

IV. Unified Communication System

A Unified Communication as a Service (UCaaS) system is a comprehensive platform that integrates various forms of communication. UCaaS enables real-time and asynchronous communication through traditional phone services, SMS messaging, and video conferencing.

In addition, the system offers contemporary collaborative features such as interactive whiteboards.

V. Integrations

In a call centre, you must use multiple software solutions to complete your operations. That is why you must ensure that your virtual call centre software solution integrates and works with other applications and software. Typically, the software does it through an Application Programming Interface. 

For example, you may need to integrate customer relationship management (CRM) software to help you track customer relationships. So, you must look for a virtual call centre that can integrate with your CRM solution effortlessly.

Vi. Call Recording And Monitoring

Call recording and monitoring functionalities are crucial to effectively enhance customer satisfaction and monitoring performance metrics. Consider selecting a virtual call centre that remotely monitors all your agents and customer calls.

Furthermore, such capabilities can simplify the onboarding process and enable you to train your agents more effectively in customer service by listening to past calls. This way, you can analyse successful and unsuccessful calls and identify areas for improvement.

Vii. Easy To Use

Functionality and ease of use are the features you must look for in any call centre solution. However, it is more important for a virtual call centre because your agents will not have any additional technical support from the IT department.

Conclusion - Virtual Call Centers

In conclusion, a vertical call centre is a specialized call centre that focuses on a particular industry or niche market. By adopting a vertical approach, businesses can benefit from agents with specific expertise and knowledge, resulting in better customer service and increased customer satisfaction.

Vertical call centres operate using various technologies such as IVR systems, virtual call centre platforms and call recording and monitoring capabilities. These technologies enable agents to handle customer inquiries more efficiently, track performance metrics, and provide valuable insights for improving customer service.

A vertical call centre can be a game-changer for businesses looking to enhance their customer service experience. It offers a tailored approach that allows companies to meet the unique needs of their customers while achieving greater operational efficiency and cost savings.

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