How to Start a Virtual Call Center?

The growing trend of remote working has led many businesses around the world to take the leverage that comes with starting a virtual call center business. It’s a great way to offer customer support services without investing much in overhead expenses. According to Grand View Research, “The global call center software market is expected to grow at 23.2% CAGR from 2022 to 2030. This growth is impacted by the growing adoption of cloud-based and virtual contact center solutions. You can also check out our post on Cloud PBX Market Size, Share, and Forecast By 2030

This blog post will cover all aspects that are associated with setting up and running a virtual call center in the best way possible.

What is a Virtual Call Center?

As the name suggests, a virtual call center is a type of call center service where agents or customer representatives are not working in a physical call center space. Instead, these agents are working remotely, in many cases from home. These agents connect with customers via VoIP calls i.e. Voice over Internet Protocol calls and are not dependent on traditional phone lines. You can also read our blog on Cloud PBX or Onsite PBX.

There are many reasons owing to the growing popularity of virtual call centers. Besides being flexible and cost-effective, virtual call centers offer better scalability as well. Saving overhead expenses such as office space and hardware. It also empowers agents to work from the comfort of their place and set their own working schedules.

Benefits of Starting a Virtual Call Center

Rather than investing in a traditional call center setup, you can leverage the benefits of starting a virtual call center, as described below:

Operate globally

Virtual call centers have the freedom to offer customer support services from anywhere in the world. This is really helpful for call center companies operating in multiple countries worldwide.

Support Scalability

Virtual call centers can be easily scaled up or down depending on the requirements of the call center business. So when it is about adding or removing agents instantly to meet the changing demands, virtual call centers are a big yes!

Cost Savings

Virtual call centers run over the cloud and make use of software to operate. This eliminates the significant cost of hardware such as physical phones and investment in physical office space. This is especially beneficial for businesses that are small in size and have limited resources to run their business.

24/7 support

With a remote call center where employees or agents are working from different time zones, a business can easily provide support services to its customers round the clock i.e. 24/7.

Steps to Start a Virtual Call Center

Identify a Purpose for your Business

The very first step to starting a virtual call center is to figure out the purpose of your business. Do you want to acquire new customers or assist your existing customers with their queries or both? For well-established organizations, the primary focus must be helping their existing clients through inbound calling. For startups and small businesses, outbound calling will be beneficial as they want to scale up. However, a hybrid call center could be the best option as it will serve both purposes by supporting both inbound and outbound calling.

Determine a Business Model

The next step is to define a business model. This means that you need to choose the type of services your virtual call center will deliver. This can be in the form of technical support, sales support, etc. Other important metrics to decide upon are your team’s size, target audience, etc.

Decide on a Budget

To run any business you need a sufficient amount of money. So it is important to define a budget for your business. Consider these points:

  1. The amount of money required to manage your human resources i.e. salaries of the employees, insurance, etc.
  2. Investment to be made for a virtual calling system that your employees are going to use for calling
  3. Cost of basic equipment like laptops, headsets, etc., for employees.

Choose the Right Technology

Investing in a feature-packed virtual call center software can be one of the best decisions you can ever make for your call center business. You can select a virtual phone system that offers advanced call center features such as call recording, call reporting, multi-level IVR, click-to-call, etc. Remember that while searching for the best cloud call center solution, make sure the software offers scalability. Certainly, you want a long-term solution, right?

Hire Agents

Your support team will be the face of your business, therefore, it is important to hire agents with good experience and excellent communication skills. Since these agents are going to be working remotely, it is critical to conduct background checks and availability of the required equipment such as a high-speed internet connection.

Build a Training Program

It is important to provide your agents with the necessary knowledge required to operate and use the virtual call center software. This step should not be missed because it will be the building block for how your agents handle customer queries.

Connect with your Audience

Once everything is set and ready, it is time to land in the market and create a strong identity for your business. To accomplish this, you can create your business website as well as social media accounts for the promotion of your call center business.


To establish a virtual call center business, meticulous planning, investment in advanced technology such as cloud-based PBX, and an expert team of agents are simply essential.

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