It is a small business which may require no employees beyond yourself, although it will require an extensive dedication of time.
It’s an excellent business for social, outgoing, friendly people with excellent communications skills who wish to work from home.
It’s important that you understand what a virtual call center is. Basically, you will serve the same role as a customer service representative and/or secretary for your client.
As such, it is key that you have access to the most advanced technology in terms of telecommunications and telephony.
You should look into what call center software will be best for you, and may also want to look into hiring a virtual assistant to help you route and organize incoming calls and information.
GETTING WORK
Most companies will readily accept assistance when it comes to customer service, as it is often a difficult job which draws away resources and distracts staff. You should seek out companies who are having difficulties with their present customer service or phone handling situation and offer your services to them.
It is important that you familiarize yourself with the customer’s products and services, and what the names, numbers and duties of its staff are. The most common complaint concerning customer service is that the representative knows nothing about the problem in question and cannot connect them to anyone who does.
EXPANDING YOUR VIRTUAL CALL CENTER
It is important that your answering service does not take on more work than it can handle. Be sure that you hire a staff capable of answering all calls, and even if you decide to permit your staff to work from home, ensure that they are not overwhelmed.
It is also important to ensure that they are being polite and prompt, so listening in on your staff’s calls is always a good idea. Be sure that your staff is provided with the proper equipment and training necessary to excel in their positions, as this will mean they don’t miss, drop or lose calls through no fault of their own.
The virtual call center business is something which is always in need, but because it is easy for a company to drop you or go overseas for the same arrangement, you need to maximize the quality of the product you offer.
Research and understand call center metrics so that you can maximize your employees’ capabilities without overwhelming them. Keep tabs on them as well, and ensure that they are doing a good job and have the latest information and best equipment.
Remember, you’re agreeing to become the first (and often last) representative of the company employing you, so to keep them happy ensure your virtual call center doesn’t cause them embarrassment in any form!
