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What is a Virtual Call Center?

A virtual call center can be contrasted to a bricks and mortar call center. Instead of having a physical location where all employees gather to answer calls, the virtual call center tends to employ people working from home or in very small offices to take incoming calls. This model saves companies money because they do not pay for housing the call center, and it has other advantages and features that interest many employers. Employees who work from home for a virtual call center tend to have at minimum a phone, a computer, and Internet access. Special software may be used so that the employee has access to company databases that will help them research customer information, take orders, or answer questions. Some companies establish their own call centers, while others use what are called hosted centers. A business may be concerned that a virtual call center will mean employees at home are less productive. Actually, studies show the opposite is true. Full-time employees working at home for virtual call centers tend to be more productive, and have a much lower rate of absenteeism than do workers at bricks and mortar call centers. Rate of employee turnover also appears to be much lower. Related topics Customer Service Call Center Virtual Call Center Customer Call Center Virtual Call Center Agent Virtual Call Center Agents Virtual Call Center Jobs Virtual Call Center Solutions

What is a VoIP Call Center?

Ordinarily a large, open space divided into cubicles, a VoIP call center is a virtual warehouse for sales and marketing, and, to a lesser extent, customer service functions. A typical VoIP call center includes varying numbers of linked micro-computers, often called stations, as well as mainframes, desktop computers, and LANs. Because VoIP communication transmission and reception devices haven’t quite caught up to wireless technology, the need for some traditional LAN capability still exists. The digitizing of telephone communications through the internet allows the staff of a VoIP call center to initiate and respond to almost limitless simultaneous telemarketing calls, phone orders, and/or customer inquiries. The efficiency and volume of telephone communications in a VoIP call center is micro-managed by technologies that are known collectively as Computer Telephony Integration (CTI). Related topics Voip Pbx Virtual Call Center Voip Call Center Call Routing Hosted Voip Call Center Voip Call Center Software Hosted Call Center

VoIP Solutions For the Home and Small Office

Voice over IP (VoIP) uses a broadband Internet connection to transmit telephone communications. VoIP-connected users can call other VoIP users or those still hooked to traditional phone lines with no real discernible difference between the quality of audio or transmission compared to using a conventional telephone. In many cases, home phone customers simply use their original phones hooked to a modem that makes them compatible with the IP connection. Many modems can plug into one phone jack and literally hijack a home's internal telephone wiring, making every phone in the house available for use with VoIP. Large businesses are more likely to have their own custom-built VoIP infrastructures for unified communications. Hosted VoIP services are available for small to medium companies that don't want their own PBX. While not as fully customizable as an in-house hosted system, hosted business VoIP does offer many useful features and the monthly fees are still often lower than standard telephone service. Related : VoIP Phone System - Small Business PBX - VoIP PBX - Phone Lines - VoIP IP Telephony

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