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Virtual Call Centres

Virtual contact centres reduce office overheads, traveling costs and even benefit the environment. Empowering staff to work at home reduces agent churn and keeps staff recruitment costs to a minimum.

Interactive Voice Response, (IVR), systems are being used to run more and more virtual call centre services. They enable you to support people working from home, or from other distributed locations, from a single point.

Our IVR Virtual Call Centre platform connects calls through to these remote workers and monitors the calls for billing and other purposes. By linking our IVR system to leading CTI and Customer Relationship management (CRM) software packages, call data can be forwarded to remote workers. This includes caller details, account history and past questions or queries.

Specialist corporate help desks

Callers and/or Internet users seeking specialist advice on many subjects are immediately connected to appropriate experts, wherever they are based. Virtual Call Centres have become very popular with companies needing to connect calls to their IT or customer service helpdesks.

"Distributed" call centres

"Distributed" call centre is a term used to describe agents located across a number of different sites. Callers seeking specific information, such as advice on health issues, financial information, computer games experts etc, are often connected to home workers that specialise in these areas.

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