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What is a Virtual Call Center?

What is a Virtual Call Center?

A virtual call center is the perfect solution for companies who need to make and receive calls across the globe.

Many medium and large sized businesses rely on virtual call centers to provide 24-hour support to customers.

There are several suppliers to choose from. We’ve created this guide to help you make an informed decision and choose the right virtual call center for your business.

Virtual Call Center

Virtual Call Center Benefits

Virtual call centers are most commonly used to provide customer and technical support. But, you can also handle event sign-ups and other situations where operators are needed to man phone lines with virtual call centers.

Reduce Overhea­­d - Spend less on your office bills by letting representatives work from the comfort of their homes.

Real-time Customer Support - Keep your customers happy by answering their queries and concerns in real-time.

Make Sales Calls from Anywhere - As long as your sales reps have an internet connection, they can make and receive calls.

You can get price quotes for a virtual call center by filling in our short form.

Virtual Call Center Features

While virtual call center solutions can vary from provider to provider, they generally offer advanced call center features that can be managed through an internet portal.

Each call center agent connects to accept calls either through a PC or VoIP phone set.

Features offered by this type of software generally include:

Interactive Voice Response (IVR) - This feature allows menus to be set up to direct calls to specific people or departments.­

Virtual Queuing - Gives callers the option to leave a number and receive a callback when an agent is available.

Management Tools - Supervisors are given access to monitor and control team activities, making it easier to manage employees located offsite.

CRM Integration - Connect call software to existing CRM solutions to automatically log data on each call that comes through.

Call Recording - Each call can be recorded for quality control purposes.

Historical Reporting - In call center management, the ability to capture data on call volume trends is essential to future resource planning.

Top Suppliers

American businesses have a wide selection of providers to choose from, including:

8x8 - In addition to a full suite of features, 8x8 gives managers four 1.5-hour training sessions to familiarize them with the app’s features. Pricing is provided on a personalized basis.

Five9 - Since 2001, Five9 has worked to change the face of contact centers through providing cloud-based software. Annual and month-to-month pricing is available.

Genesys - Genesys provides cloud virtual call center services to mid-sized and large businesses with personalized IVR, call monitoring, and many other features.

Mitel - Mitel’s MiContact Center has solutions for businesses of all sizes, with separate solutions geared toward workgroup contact centers, small formal contact centers, teams focused on outbound calls, and more.

Advantages of a Virtual Call Center

In switching to a virtual call center, businesses often weigh the benefits against a traditional phone system. A virtual system offers the following advantages:

Lower Initial Cost - A traditional phone system generally requires a fairly large up-front capital investment, making it demanding on a business’s budget.

Reduced Operating Cost - virtual call center solutions usually charge a monthly per-user fee that is significantly cheaper than the per-line charges traditional phone providers bill.

Remote Access - The ability to allow staff to work from anywhere gives businesses the opportunity find the best talent, regardless of location. Businesses also save money on office space.

More Flexibility - A virtual call center can adapt to company changes, allowing for updates as a company grows. If a new employee needs to be added, the business can often do so from the console. Traditional phone companies require a request for these changes that can take extra time.

Case Study: iCruise

Many businesses have seen the benefits of using these services, including iCruise, a leading provider of cruise sales.

By switching to 8x8, the company was able to save money and strengthen their customer relationships. “It’s a one-stop shop for all our needs,” says co-founder Jon Walker.

Pricing

Virtual call center costs will vary depending on a range of factors, including:

  • Office location(s)
  • Hardware required
  • Number of seats

Companies should note that many suppliers including five9 now offer simple and transparent pricing plans. No more long-term contracts. Simply pay a monthly or annual fee based on the number of seats.

To get exact quotes, we suggest you fill out our short form at the top of this page.

Our Verdict

Companies of all sizes can use virtual call centers to create enterprise-grade call center solutions.

There are lots of software providers currently offering a number of different flexible solutions to suit businesses working across all industries.

These solutions are completely scalable, so for many businesses there is no need to ever revert to a traditional model with a large call center in one physical location.

The virtual model is future proof and makes the most sense.

Next Steps

Ready to purchase a virtual call center? Complete the short form at the top of this page to receive quotes from top suppliers.

Looking for more information? Why not check out our detailed guides on VoIP and Auto Dialer phone systems.