1. Decide on the purpose of your call center
Will you create an inbound call center or an outbound call center? This is important to decide before you hire and structure your teams. You should also note the difference between call centers and contact centers.
2. Hire a team of call center agents
With a virtual call center, the agents can be located anywhere in the world. This allows you to focus on finding the best people for the job without being limited to geography.
3. Equip your agents with the necessary equipment
The support agents need a certain set of hardware to perform their tasks. Make sure that they have tools like headsets, laptops, and any knowledge management platforms necessary to provide a level of assistance that will create satisfied customers.
4. Select a virtual call center software
To facilitate easy access for employees, companies can use a cloud-based software that allows the team to work from anywhere in the world simply with an internet connection.
5. Track your contact center KPIs
An important element to consider when picking which software to use is to find one that will provide multiple levels of KPI tracking. It is important for call center managers to have visibility over the performance metrics of individual agents, teams, and the call center as a whole.
Once these elements are implemented, call center agents can be hired from anywhere to provide customer service.