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How to start a virtual call center


Starting a virtual call center may be an exciting and gratifying undertaking, whether you're an aspiring entrepreneur or a seasoned professional ready to embark on a new business venture. You can establish a profitable business that not only fulfills the demands of the modern client but also cultivates a supportive and engaging work environment for your team by using the potential of remote teams and cutting-edge communication solutions.

In this article, we will go through the essential processes and factors involved in creating your own virtual call center, providing you with the knowledge and insights you need to effectively navigate this dynamic sector. So, let's get started and learn how to embark on this life-changing trip into the world of virtual call centers.

Here is a article about what is a call center,click here to learn more.


Developing a Virtual Call Center

You're probably starting to see why virtual call centers beat their on-premises equivalents. But you still don't know how to get started. Not for long, though.

#1 Before You Begin Building Your Call Center, Determine Your Goal.

Before embarking on the journey of establishing a virtual call center, it's essential to clearly define your objectives. This foundational question must be answered to avoid the common pitfall of companies failing due to a lack of a well-defined vision.

Prior to the procurement of equipment and the hiring of personnel, it is imperative to determine the specific type of call center that aligns with your company's needs. This proactive approach ensures a more effective and efficient setup.

#2 Determine the Overarching Goal for Your Virtual Call Center

After determining your overarching aim, you must select the appropriate call center metrics to follow. These will be your key performance indicators (KPIs) and will help you track the success of your call center.

Here are five of the most frequent call center metrics to keep an eye on:

●       First Call Resolution (FCR), also known as First Contact Resolution, is widely regarded as the most essential call center measure. It assesses your ability to resolve problems during your initial encounter with a customer. That is, there is no need for a call back, follow-up calls, or anything else.

●       First Response Time (FRT): the amount of time clients must wait before being connected to an agent.

●       Average Handle Time (AHT): this metric measures the average duration your team spends managing a call. It encompasses the period starting from when a customer service representative picks up the call to the point when the call concludes. This particular metric is closely associated with customer satisfaction, loyalty, and long-term customer retention.

●       Average Abandonment Rate: This metric represents the average count of calls that customers disconnect prematurely, primarily attributed to extended wait times. Typically, an abandonment rate below 5% is regarded as satisfactory, while anything beyond this threshold is cause for concern. Extended wait times stand out as a major source of customer frustration. Interestingly, customers tend to exhibit greater patience when waiting for technical support as opposed to sales assistance.

●       Customer Satisfaction (CSAT): This metric indicates how satisfied customers are with your call center services.


#3 Establish a budget

Money is required to start a business. To begin, carefully identify your budget and compare it to the investment required to build your own call center. What do you need to buy before you begin calling?

The following are the most prevalent expenses:

●       Employee salaries and benefits

●       A consistent, high-speed internet connection

●       A virtual phone system

●       Laptops, headsets, displays, and other basic equipment.

Other costs, such as incentives for top performance or a budget for team building, may arise later. However, you do not have to consider these right away.

#4 Select Technology That Meets Your Business Needs

The only reason this item is fourth on our list is that we wanted to create your guide from scratch. However, selecting the correct virtual call center software is critical to the success of your call center business.

To begin, select a solution that connects with all of your favorite CRM, e-commerce, helpdesk, and other applications.

Connecting your software to the integrations you use every day will save you a tremendous amount of time and effort. If your preferred solution does not interact with all of the services you use, look for one that has an API.

Keep in mind one thing: your solution must be scalable. Your goal is to build your business. Always look for a system that offers a long-term answer.

#5 Concentrate on attracting talent wherever it may be found.

The world offers 4.5 billion potential applicants with no geographical limits. And there are plenty of people who prefer to work from home. You can look for anyone, anyplace.

This allows you to attract the greatest talent. Top-tier agents you can rely on to dependably satisfy customers. In the end, the quality of your call center is only as excellent as the people that work there.

In the seemingly limitless pool of talent, look for persons who:

●       Work well under duress

●       Are not hesitant to ask inquiries when they are unsure of an answer; and are disciplined and driven enough to work even when they are not directly observed.

●       Obviously have a gift for words, both spoken and written.

●       Ideally, you should be familiar with the systems you're working with.

Another piece of advice for this stage:

Dream big, but keep it small. It is preferable to start with a small group of dedicated agents who can handle a heavy workload rather than a large staff.

Not only is it tough to manage a large number of workers immediately after starting your own call center, but you may also run into fiscal challenges. You must pay equitable wages to all employees.

#6 Make an investment in proper onboarding and ongoing training.

You can't expect your agents to know everything the instant they start working, no matter how experienced they are. A well-managed onboarding process has a significant impact on the success of your company.

Not only does it lay a solid basis for the team, but according to a Glassdoor poll, proper onboarding increases a company's retention rate by 82%.

However, developing a skilled team does not stop with onboarding. You must establish a consistent learning approach. Concerning everything - new tools, policies, and procedures. Anything that assists agents in doing well.

What can you do to educate your agents:

Trainings on a regular basis

●       Meetings are held on a weekly basis.

●       1-on-1 discussions with an analysis of performance and overall satisfaction

●       FAQs in a digital knowledge base

●       Make proper preparations for these.

●       Analyze your agents' performance with powerful call center technologies to discover their strengths and weaknesses.

Statistics allow you to monitor long-term performance. Call monitoring shows you how agents engage with consumers, and call recording allows you to share best practices with other agents.

#7 Determine what equipment your agents will require to succeed.

The demand for hardware in your remote call center is greatly reduced using virtual software. However, basic equipment is still required. Choosing wisely has an impact on your agents' satisfaction and performance, as well as, of course, client satisfaction. People are wary of communicating with agents they hardly understand.


#8 Establish Appropriate Workflows for Efficiency

So far, we've covered a lot of ground in terms of how to build a virtual call center. But how can you launch a virtual call center that is actually efficient? You must remain organized, with an emphasis on the word "remain."

Begin by developing company policies that your employees should adhere to. It ensures that everyone is on the same page.

Then, establish ground rules for how various components of your call center business will operate.

Let's talk about call center tools and how technology may assist you build up your process.

A well-equipped software suite includes numerous productivity tools that can assist you in automating your activities. Consider the type of call center you run. You can create automated emails for sales.

Each time a caller expresses an interest, an email will be sent. There are technologies for customer service, such as IVR flows, that enable callers to connect to the correct person or department.

#9 Make sure that your Virtual Call Center has a Positive Culture.

There is a problem with working from home or other remote locations. People have a tendency to undervalue the significance of a company's culture. It does not mean that you are not working together as a team simply because you are not seated next to one other. 

After you've taken care of all the prerequisites for launching a virtual call center, the next step is to make your workplace a positive and encouraging environment for your employees. Everyone, regardless of their position, has to have the feeling that they are respected.

What can you do to cultivate a positive culture inside your remote company?

●       Create a set of standards for the culture of your organization so that everyone is aware of the same core principles.

●       Maintaining a personal connection with employees can be as simple as scheduling regular one-on-one and group meetings to gauge how they feel about their jobs.

●       Build your virtual team with organized activities. Put aside the conversation about business for a while and focus on getting to know each other on a more personal level.

●       If your finances are flexible, you should try to schedule in-person get-togethers sometimes and pay for the necessary travel expenses.

●       Agents deserve praise for all of their hard work. Don't just celebrate your most significant victories. Make sure you take the time to pause and appreciate the little things.

●       Provide rewards to employees whose work goes above and beyond.

●       Don't put too much pressure on your salespeople - Employees who have reached their breaking point are of little service to you. They could have to deal with a lot of difficult situations, such as calming down irate clients, for example.

●       Provide them with adequate time off in addition to regular breaks.

●       Do not promote excessive amounts of effort.

●       Implement benefits for employees. For instance, paid time off that can be used anyway the employee sees fit is a popular option.

#10 Advertise Your Call Center in Every Possible Location

You have created an incredible call center in virtual reality. You have invested all of your time, energy, and resources into it, and you are now prepared to achieve success. Is that right? Not true. Not at this time.

Promote your call center anywhere you possibly can. Make sure that your contact information is easily accessible on your website. Put it front and center on your various social media sites. Include it as part of an electronic signature in any emails that you send.

If you let others know where you are, they will begin phoning you for advice once they find out where you are. As a direct result of this, the metrics that measure your client pleasure and loyalty will begin to rise.


Starting a virtual call center requires dedication, strategic planning, and a commitment to excellence. With the right approach, you can create a flexible and thriving business that delivers exceptional customer service while embracing the benefits of remote work. Good luck on your journey to building a successful virtual call center!

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