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A Virtual Call Center Offers Global Solutions


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The birth of the internet, increased technological opportunities, and advanced telephone communication offers more to business management than ever before. The global marketplace is getting smaller and smaller. Transactions are made via wireless connections and software technology and the world of business management will never be the same. A virtual call center is part of that change.

Operating with a virtual call center is a viable option when you implement call center software that maximizes effectiveness for your off-site agents. A virtual call center is enabled with Voice over Internet Protocol solutions for both inbound and outbound remote operators. The main idea in instituting this type of call center is that the telephone mainframe resides at a single site while the actual call center agents are distributed throughout various geographical locations. Whether operators are placing outbound calls or receiving inbound calls, or working as a blended agent who manages both, a virtual call center is the perfect answer for centers that operate in various locations but want to maintain control through a centralized management.

The benefits to a virtual call center are limitless. First of all, the IT staffing and resources budget for a company can be centralized to obtain maximum benefits. Back-up and failover solutions can be drastically lowered in both the scope and the cost for the business. Supervision and control of all inbound and outbound campaign data, as well as call flow, can be managed by current staff. Additionally, international calling centers can make phone calls within the United States, thus greatly reducing the costs of long-distance phone operations. Home-bound call center agents can also be used within virtual call centers, although it is not necessary in order to be able to implement remote call center operators.

The vast amount of software that is available to use with a virtual call center enhances business options. Whether a call center chooses to invest in software, or not, the advanced technology will compliment their center. A center can harness the power and

usefulness of the most technologically advanced call center dialer without needing to invest, install, or maintain it, simply by using an internet-compatible computer and a phone line. Customized dialers can be created for use in virtual call centers that allow call center leaders to manage their customers and have full control over their campaigns. The latest predictive dialing systems are more sophisticated than ever. They come complete with a power dialer that maximizes the talk time of each calling center agent by connecting that agent with the caller after a live voice has been detected on the line. This enhances operator productivity and reduces the costs needed to staff a center, making a predictive dialer system a must-have for virtual call centers.

As call center technology continues to advance, virtual call centers are certain to multiply. Call center management sets the standard for software advances, and ensures the global marketplace will continue to become a smaller playing field.

Francisco Segurata owns and operates and Call Center


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