First, virtual call center jobs are one of few legitimate work at home jobs readily available to the average person. You don't need any experience, specialized skills, training, or an advanced degree to get started. Certainly those things help, but they are not required.

If the concept of virtual call center employment is brand new to you, remember that repetition is one of the keys to learning. You may need to re-read this material to fully understand and comprehend it. This guide is short and it's not real technical or complicated.

What is a Virtual Call Center?

Perhaps the simplest way to think about a virtual call center is to visualize a call center without walls. Technology enables the call center operator to centralize management functions while distributing calls to agents in remote locations.

Remote agents can be located in multiple call centers operated by the same company, or as is increasingly the case, they may work from home.

The virtual call center is comprised of a central facility where campaigns are managed and a network of agents in various locations where the work is performed.

The experience for both the call center operator and the call center agent is very much like that in a traditional, land-based call center.

The virtual call center manager starts and stops campaigns, assigns agents to campaigns, monitors and coaches agents, and views performance metrics in real-time, just as in a traditional call center.

The virtual call center agent logs into and out of campaigns, makes and receives calls, views and/or updates customer data, and dispositions calls in real-time, again, just as in a traditional call center.

In an "outsourced" operation, the agent is employed by a call center service provider who contracts with various clients. Some outsourced call center service providers have hundreds of clients, including the companies behind many well known brand name products and services.

Minimum Requirements for a Virtual Call Center Job

Here is a list of the minimum requirements to get a virtual call center job:

A computer that meets the employer's specifications. Varies by employer. Generally, if you have a newer computer (2-3 years old) you will have no problem meeting this requirement.
High speed Internet service. Some virtual call centers even require a specific type of connection, i.e., DSL or Cable service. If for some reason you are unable to meet this requirement, but do have Internet access, you may still be able to find work as a home-based telemarketer.
Currently most virtual call centers, but not all, require that you have a traditional landline phone.

Going forward expect to see more and more companies transition to voice-over-Internet protocol (VoIP) for transmission of voice data, which eliminates the need for a landline.

Either a USB noise cancelling headset that connects to your computer or a noise cancelling headset that connects to your landline phone. Varies by employer. Do yourself a favor. Invest in a name brand, high quality headset. You will be wearing it a lot and you will be glad you did. Cheap headsets are just that, cheap, and the sound quality can be poor. They are also likely to be uncomfortable when worn for long periods of time.

Minimum requirements to get a virtual call center job (continued):

Preferably a home-office, but at least a quiet place in your home where you can work uninterrupted. Background noise such as barking dogs, babies crying etc. is unacceptable. You must be able to work without interruption.
Basic computer skills, including the ability to type, send and receive email, and browse the Internet. Some positions may require that you have access to and experience using Microsoft Word and/or Excel.
Excellent verbal and written communication skills.
A clear speaking voice.
Call center experience is preferred, but not required.
Certain positions, for example tech support jobs, may require related work experience, professional licenses, training or degrees.
Applicants with a strong work history and/or a college degree are more likely to be hired.

Next, learn even more about virtual call center employment by reading, "How To Get A Virtual Call Center Job".

Bravura Consulting

Monday, April 4, 2011

Home Base Job - Call Center Agents

Telemarketer - Work From Home

Introduction to Virtual Call Center Employment

What is a Virtual Call Center?