Contact Center Trends

Virtual contact centers: How they operate and why they are the future

Celia Cerdeira

By Celia Cerdeira

0 min read

Virtual Contact Center

As businesses grow and customer service demands increase, many companies are taking the leap from traditional on-site hardware to innovative, scalable, and resilient virtual contact center solutions.

These online platforms ensure operations can continue seamlessly, whether agents are working remotely or in a hybrid environment. If your business is expanding,  consider a transition from a physical contact center to a virtual one.

Keep reading to find out more about:

Six main benefits of virtual contact centers.
Challenges of running a virtual contact center.
Virtual contact center best practices.

The six main benefits of virtual contact centers.

1. Easy to deploy.

Virtual contact centers are easy to deploy, with little risk and low investment. Traditional call centers require investing in costly infrastructure and technology and take time to organize, program, and launch. A cloud contact center platform allows you to create your entire virtual contact center operation without any hardware.

2. Harnesses the power of a virtual team of contact center agents.

Remote teams of contact center agents in different time zones can elevate the customer experience and improve operational efficiency. Cloud-based services are essential to virtual contact center infrastructure, enabling remote employees to receive routed calls and connect to your company’s network from anywhere, anytime. All a contact center agent needs is access to the internet.

3. Increases operational efficiency and business agility.

It is a challenge to manage analog phone systems, especially when you have multiple contact centers or customer service agents in different locations. Unlike traditional call center infrastructures, scaling a virtual contact center solution will not require a large capital expense.

Once your new virtual contact center is set up, your team will have unlimited scalability. Adding more agents and purchasing new phone numbers can be done with a few clicks—not code or expensive hardware installation. This enables you to quickly react to changing business conditions, whether it be seasonal peaks or unexpected incidents.

4. Easy to use.

Virtual contact center solutions lead the way in user-centric design, providing technology that is advanced yet easy to use. This allows contact center agents to benefit from enterprise-level functionality without the need for lengthy training on archaic systems and daily usability struggles. Ultimately, both contact center agents and their customers benefit from the associated productivity gains.

5. Utilizes one-click contact center integrations.

Contact centers typically rely on multiple software solutions, yet integrating these solutions with traditional call center software is difficult. Virtual contact center software companies can offer one-click integrations with dozens of leading business tools. 

This creates a better agent experience by reducing duplicate data entry and increasing agent productivity. Additionally, supervisors gain access to data from multiple systems in a single location, which increases their ability to make data-driven decisions.

6. Future-proof your business.

When a natural disaster or emergency occurs, traditional call center hardware is vulnerable. Damaged systems may cause significant downtime for your contact center and leave your team with no alternative solutions. Rebuilding a traditional call center is costly and takes time. This outage can result in lost revenue and unsatisfied customers.

Moving to the cloud can provide cover. Since a cloud-based virtual contact center’s infrastructure is virtual (not on-site) your software and data are safe, allowing agents to work from anywhere.

The challenges of running a virtual contact center.

There are a few downsides to running a virtual contact center you should keep in mind. 

  • Hiring virtual employees. This can be intimidating if you have never interviewed virtually. The inability to meet in person may make it difficult to assess soft skills and cultural fit. Using video interviews, asking for referrals, and assessing previous work history can help qualify candidates effectively.
  • Virtual training and onboarding. Training employees remotely requires additional structure and review processes to meet quality of service standards. You may need to invest in digital training tools and platforms to provide effective training.
  • Monitoring performance and addressing pain points. Virtual contact center software allows supervisors to monitor calls and address performance issues. This could include listening to recorded calls, analyzing performance, and providing regular feedback.
  • Maintaining company culture. Creating an inspiring company culture can be difficult with a fragmented workforce, but it’s essential to create virtual spaces for casual interactions and team bonding. Regular virtual events, recognition programs, and open communication channels can help.
  • Data security. Virtual contact centers must have robust security measures in place to protect sensitive customer data. This includes using secure software, training employees on cybersecurity best practices, and implementing a strict access control policy.
  • Technical issues. As operations are heavily dependent on technology, any technical glitches can disrupt the service. Having a dedicated IT support team and a backup plan can help mitigate this risk.

Best practices for running a virtual contact center.

The success of a virtual contact center largely depends on having the right strategies and best practices in place. Here are some key aspects to consider:

Use the right software.

Virtual contact center software enhances agent performance and customer interactions. Agents can access customer data, call scripts, and other essential information in real-time, providing fast and accurate responses. 

The Average Time Rate

Virtual call center software

Our virtual call center software manages calls so your agents can get back to what they do best: helping your customers.

Monitor agent performance.

This is crucial to ensure the quality of your call center operations. Review call recordings, reports, and analytics regularly to help identify areas for improvement and understand how well your team is performing. This data can provide insights into agents’ strengths and weaknesses, helping managers provide targeted feedback and training. It can also highlight trends and patterns that can inform strategic decisions.

Track contact center KPIs.

Track key performance indicators (KPIs) to measure your virtual contact center. KPIs, such as average handle time, first call resolution rate, and customer satisfaction scores, provide valuable insights into your operations. Regularly monitoring these metrics helps identify areas that need improvement and ensure your contact center is meeting its objectives.

Talkdesk provides AI-powered virtual contact center software for enterprises of all sizes.

Choosing a virtual contact center can bring big benefits to your business, no matter its size. They offer flexibility and scalability, allowing companies to adapt to meet customer service demands and workforce dynamics. 

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What is a virtual contact center?

Virtual contact centers operate through the internet. Instead of using expensive hardware, all your team needs to access and use virtual contact center software is a reliable internet connection. Virtual contact centers come in all shapes and sizes: 

  • They can be internal, company-owned cloud contact centers used by work-from-home or hybrid agents
  • They can be completely outsourced contact centers owned by third-party providers with remote agents worldwide, across different time zones, with extensive knowledge and language skills. 
  • They can also be home-sourced, with a few key representatives functioning as virtual contact center agents as required.

Why use a virtual contact center?

Using a virtual contact center offers flexibility, scalability, and cost-efficiency. Businesses can adapt to changing demands, deploy agents worldwide, and streamline customer service operations. It also enhances disaster recovery capabilities—maintaining uninterrupted customer support during unforeseen disruptions.

What is the difference between a physical contact center and a virtual contact center?

A physical contact center operates from a central location and requires on-site infrastructure and agents. A virtual contact center, on the other hand, uses cloud-based technology so that agents can work remotely or in a hybrid environment. Virtual contact centers provide better flexibility and scalability and reduce the need for expensive hardware and maintenance.


Celia Cerdeira

Celia Cerdeira

Célia Cerdeira has more than 20 years experience in the contact center industry. She imagines, designs, and brings to life the right content for awesome customer journeys. When she's not writing, you can find her chilling on the beach enjoying a freshly squeezed juice and reading a novel by some of her favorite authors.