{"id":7114,"date":"2020-09-01T21:35:11","date_gmt":"2020-09-01T17:35:11","guid":{"rendered":"https:\/\/krisp.ai\/blog\/?p=7114"},"modified":"2025-03-12T18:10:59","modified_gmt":"2025-03-12T14:10:59","slug":"virtual-customer-service-moving-online","status":"publish","type":"post","link":"https:\/\/krisp.ai\/blog\/virtual-customer-service-moving-online\/","title":{"rendered":"Virtual Customer Service: How to Move Your Call Center Online (2024 Updated)"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The entrepreneurs who weren\u2019t sure about starting virtual call centers just six months ago don\u2019t hesitate to make that decision now.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A remote worker is more productive, communicative, satisfied with their work-life balance, and <\/span><a href=\"https:\/\/krisp.ai\/blog\/remote-working-statistics\/\"><span style=\"font-weight: 400;\">saves around $11,000 a year<\/span><\/a><span style=\"font-weight: 400;\"> by eliminating rent and office supplies. On top of that, the quality of customer support remains the same.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s why the virtual call center is quickly becoming a cost-effective solution for providing customer support. If you\u2019re interested in starting one for your business, too, you need to know how to do it right.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Making a virtual center online isn\u2019t that hard.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this guide, you\u2019ll know how to do it quickly and efficiently.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">How Does a Virtual Call Center Work?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A virtual call center is a customer service center where support agents <\/span><a href=\"https:\/\/krisp.ai\/blog\/how-to-start-working-remotely\/\"><span style=\"font-weight: 400;\">work remotely<\/span><\/a><span style=\"font-weight: 400;\"> rather than being in one location.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This means that they can work from home, coffee house, coworking space, or another third-party location.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are many advantages of having a virtual call center:<\/span><\/p>\n<ul>\n<li><strong>Global Reach:<\/strong> Hire operators from around the world to provide support across different time zones.<\/li>\n<li><strong>Access to Talent:<\/strong> Tap into a global talent pool for skilled support operators.<\/li>\n<li><strong>Cost Reduction:<\/strong> Save on rent, office supplies, utilities, and IT infrastructure.<\/li>\n<li><strong>Employee Satisfaction:<\/strong> Remote workers often report higher job satisfaction and better work-life balance.<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Many customer support operations have gone remotely and it\u2019s easy to see why. If you think your company can also benefit from the virtual call center business model, here\u2019s where to start.\u00a0<\/span><\/p>\n<h2>Steps to Set Up a Virtual Call Center<\/h2>\n<h3><strong>1. Hire Remote Operators or Train Your Employees<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">The first step in creating a <a href=\"https:\/\/www.cloudtalk.io\/virtual-call-center-software\" target=\"_blank\" rel=\"noopener\">virtual call center<\/a> is to <\/span><span style=\"font-weight: 400;\">hire a great team<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Remember: you can use employees from all over the world to cover all the time differences. If your company serves international customers, you can hire operators from different countries to be available for them during local business hours.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This means you can look for candidates on international job boards. The task of hiring remote operators might be a bit easier if you serve only domestic customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When the team is assembled, you need to ensure they have the skills they need to provide quality support.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The same applies to <\/span><b>your existing employees<\/b><span style=\"font-weight: 400;\">. If your office-based customer support needs to make the transition to work from home, they might need additional training to complete their tasks in a new work environment.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The most important thing about <\/span><span style=\"font-weight: 400;\">training and onboarding<\/span><span style=\"font-weight: 400;\"> online operators is a <\/span><b>helpful online resource base. <\/b><span style=\"font-weight: 400;\">It should serve the same purpose as a self-service <\/span><span style=\"font-weight: 400;\">knowledge base<\/span><span style=\"font-weight: 400;\"> but contain instructional videos and written guidelines for operators.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ideally, you need a resource base with:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>an overview of customer support processes<\/b><span style=\"font-weight: 400;\">. It will help to better understand how the customer support works at your company<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>responsibilities of team leaders and operators<\/b><span style=\"font-weight: 400;\">. This information will be useful to know who\u2019s responsible for what, so anyone can get help in case they need it<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>a description of your product or service<\/b><span style=\"font-weight: 400;\">. Remote workers should know your product or service works and provides value<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>basic rules and conversation guidelines.<\/b><span style=\"font-weight: 400;\"> Remote operators need them to know how to talk to customers and best handle conversations<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>instructions on how to use the software<\/b><span style=\"font-weight: 400;\">. Prepare guides and help with using support tools and other software used by the team in their work.\u00a0\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Share this resource base with your remote operators and conduct training sessions for each of these points. This will ensure that they\u2019re prepared to serve customers well.\u00a0<\/span><\/p>\n<p>An example of an effective training plan could include:<\/p>\n<table>\n<thead>\n<tr>\n<th>Training Module<\/th>\n<th>Description<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>Customer Support Overview<\/strong><\/td>\n<td>Introduction to company policies, support processes, and performance expectations.<\/td>\n<\/tr>\n<tr>\n<td><strong>Role Responsibilities<\/strong><\/td>\n<td>Detailed breakdown of team leader and operator duties.<\/td>\n<\/tr>\n<tr>\n<td><strong>Product\/Service Training<\/strong><\/td>\n<td>In-depth knowledge about the product or service being supported.<\/td>\n<\/tr>\n<tr>\n<td><strong>Communication Skills<\/strong><\/td>\n<td>Best practices for customer interactions and handling difficult conversations.<\/td>\n<\/tr>\n<tr>\n<td><strong>Software Training<\/strong><\/td>\n<td>Instructions on using CRM systems, VoIP tools, and other necessary software.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3><strong>2. Provide Access to a Cloud-Based Phone System\u00a0<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">A cloud-based call system uses <\/span><b>Virtual VoIP<\/b><span style=\"font-weight: 400;\"> (Voice over Internet Protocol). It\u2019s a perfect option for a <a href=\"https:\/\/www.ringblaze.com\/blog\/voip-call-center\/\">virtual call center<\/a> because it works via the internet instead of a traditional phone line. So, the call occurs through a special app on a computer.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unlike regular landlines, <\/span><span style=\"font-weight: 400;\">VoIP systems<\/span><b> are cheaper and easier to install<\/b><span style=\"font-weight: 400;\">, even through a third-party service provider. The reason is that it doesn\u2019t require any on-premise hardware, which means you don\u2019t have to pay for maintenance and infrastructure.\u00a0<\/span><\/p>\n<p>Steps to Implement VoIP:<\/p>\n<ol>\n<li><strong>Purchase Virtual Phone Numbers:<\/strong> Obtain numbers from providers like Google Voice or RingCentral.<\/li>\n<li><strong>Register and Set Up:<\/strong> Create accounts with the VoIP provider.<\/li>\n<li><strong>Top Up Balance:<\/strong> Ensure sufficient funds for call operations.<\/li>\n<li><strong>Integrate:<\/strong> Configure the system to work seamlessly with your support setup.<\/li>\n<\/ol>\n<p>Advantages of VoIP Systems:<\/p>\n<ul>\n<li><strong>Scalability:<\/strong> Easily scale up or down based on call volume and business needs.<\/li>\n<li><strong>Advanced Features:<\/strong> Access features like call forwarding, voicemail-to-email, and conference calling.<\/li>\n<li><strong>Lower Costs:<\/strong> Reduce long-distance and international call charges.<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Related: <\/span><a href=\"https:\/\/krisp.ai\/blog\/virtual-phone-system-customer-service\/\"><span style=\"font-weight: 400;\">How to Improve Customer Service Using a Virtual Phone System<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h3><strong>3. Use a CRM to Keep Track of Customers and Conversations<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">A virtual call center CRM connects all operators through a single platform and <\/span><b>automates the process of processing incoming calls, ticketing, and routing<\/b><span style=\"font-weight: 400;\">. It can help with keeping track of conversations, ticketing, managing customer information, and other support activities.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With a CRM, your call center operators can view, change, or add information to customer profiles. As a result, they will be better prepared to respond to customers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consider these virtual call center <\/span><span style=\"font-weight: 400;\">CRM features<\/span><span style=\"font-weight: 400;\"> when choosing one:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>inbound &amp; outbound calls.<\/b><span style=\"font-weight: 400;\"> Apart from inbound calls, your CRM should also make it easy for operators to get and store data for outbound calls<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>helpdesk ticketing<\/b><span style=\"font-weight: 400;\">. This feature helps with categorizing customer support inquiries &#8211; pending, completed, etc. &#8211; so the operators can better organize their work<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>call recording. <\/b><span style=\"font-weight: 400;\">By analyzing conversations, you can track the quality of your customer support and <\/span><span style=\"font-weight: 400;\">collect customer feedback<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The ultimate benefit of having a CRM is keeping track of all conversations and learning more about customers by adding more information about them based on their inquiries.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">4. Make Working Easier with Special Apps<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Virtual call center operators can face unique challenges such as distractions and excessive background noise.\u00a0 To make it easier for them to complete their tasks, consider investing in noise-canceling, co-browsing, and VPN tools.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Noise-Canceling Apps<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Many remote <\/span><span style=\"font-weight: 400;\">customer support<\/span><span style=\"font-weight: 400;\"> operators have a problem with background noise that even noise-canceling headphones can\u2019t solve.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">An app like <\/span><a href=\"https:\/\/krisp.ai\/contact-center\/\"><span style=\"font-weight: 400;\">Krisp<\/span><\/a> <b>suppresses background noise in real-time<\/b><span style=\"font-weight: 400;\">. Call center operators can use it to minimize excessive noise from their end as well as that coming from the customer.\u00a0<\/span><\/p>\n<p><span class=\"notion-enable-hover\" spellcheck=\"false\" data-token-index=\"0\"><\/p>\n<div class=\"demo-iframe demo-iframe-v2\">\n    <iframe frameborder=\"0\" src=\"https:\/\/krisp.ai\/demo-iframe-v2\/\" title=\"Krisp demo v2\" width=\"610\" height=\"310\" scrolling=\"no\"><\/iframe>\n<\/div>\n<div class=\"clearfix\"><\/div>\n<p><\/span><!-- notionvc: ccf82542-82f9-4992-aff9-197e001022c0 --><\/p>\n<p><span style=\"font-weight: 400;\">Krisp makes it possible for your operators to work from any location &#8211; their home, a coffee house, a coworking space, etc. &#8211; and be able to control the surrounding noise.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Co-Browsing Apps<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Have you heard about the First Call Resolution (FCR) rate?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s a percentage of customer requests that were resolved on the first call. The higher your FCR is, the higher customer satisfaction is.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To maximize your FCR, then you need a co-browsing app. It gives the customer an option to <\/span><b>share their screen with the operator<\/b><span style=\"font-weight: 400;\"> to get help with using a software product or a website.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The agents have no control over the video but can view the customer\u2019s scrolling movements and clicks. This gives them the ability to quickly address complex problems during the video chat, thus increasing the FCR.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">VPN Apps<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Every time your remote operators use a public Wi-Fi &#8211; like in a coffee house &#8211; they need to use a VPN to keep the data secure.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Give your operators access to a reliable VPN app to use in case they work on a public Wi-Fi network. Some of the most popular options with 30-day free trials are NordVPN, ProtonVPN, and ExpressVPN.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Get more ideas: <\/span><a href=\"https:\/\/krisp.ai\/blog\/apps-for-remote-workers\/\"><span style=\"font-weight: 400;\">20 Mind-blowing Apps for Remote Workers<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<h3><strong>5. Use Chatbots for Repetitive Questions<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Chatbots are virtual assistants that help customers by addressing common inquiries 24\/7. Basically, a chatbot is a small, customizable dialog widget on a website that a customer can use to get assistance.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It can save stuff resources, answer customer questions round-the-clock, get emails from inquirers, and connect them to operators. This makes them <\/span><b>perfect for small businesses with limited support resources<\/b><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s a support chatbot at <\/span><a href=\"https:\/\/chatbotslife.com\/understand-how-rasa-framework-works-81d5a9afeb22\"><span style=\"font-weight: 400;\">Rasa<\/span><\/a><span style=\"font-weight: 400;\"> that is automatically triggered giving customers a chance to ask questions and later connects them to the customer support agents.<\/span><\/p>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-12841\" src=\"https:\/\/krisp.ai\/blog\/wp-content\/uploads\/2020\/09\/1_BV7F0OhmAjgMCeaoJzIi1g.webp\" alt=\"\" width=\"720\" height=\"265\" srcset=\"https:\/\/krisp.ai\/blog\/wp-content\/uploads\/2020\/09\/1_BV7F0OhmAjgMCeaoJzIi1g.webp 720w, https:\/\/krisp.ai\/blog\/wp-content\/uploads\/2020\/09\/1_BV7F0OhmAjgMCeaoJzIi1g-300x110.webp 300w, https:\/\/krisp.ai\/blog\/wp-content\/uploads\/2020\/09\/1_BV7F0OhmAjgMCeaoJzIi1g-380x140.webp 380w, https:\/\/krisp.ai\/blog\/wp-content\/uploads\/2020\/09\/1_BV7F0OhmAjgMCeaoJzIi1g-600x221.webp 600w\" sizes=\"(max-width: 720px) 100vw, 720px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">There are also other kinds of chatbots that can be used to automatically answer frequently asked questions. It works really easy: the customer just clicks on the option and receives the answer right away. In case they need to talk with a support agent, the contact option is also readily accessible (\u201c<\/span><i><span style=\"font-weight: 400;\">Talk to a Human<\/span><\/i><span style=\"font-weight: 400;\">\u201d).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The most important benefit of having such a <\/span><a href=\"https:\/\/www.tidio.com\/blog\/best-chatbot-platforms\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">free chatbot app<\/span><\/a><span style=\"font-weight: 400;\"> on your website is <\/span><b>reducing the most common, repetitive inquiries<\/b><span style=\"font-weight: 400;\">. For example, they include delivery questions, password change requests, and product use-related questions (but you\u2019re free to prepare any questions, too).\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Wrapping Up<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Moving your customer support online is a cost-effective solution that expands business hours and helps maintain the quality of your service. Fortunately, doing so now is easier than ever.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But yes, it\u2019s a lot of things to do. I\u2019d recommend <\/span><a href=\"https:\/\/venngage.com\/features\/timeline-infographics\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">using a timeline maker<\/span><\/a><span style=\"font-weight: 400;\"> to plan and visualize the steps you need to take to effectively move your customer support online.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hopefully, this guide was a good introduction to virtual customer service. Keep in mind these tips to make the transition to an online call center as smooth as possible.\u00a0<\/span><\/p>\n<h2>FAQs about Virtual Customer Service<\/h2>\n<div class=\"faq_item\">\n<div class=\"faq_title text_body--md text--semi-bold\"><strong>What is a virtual call center?<\/strong><\/div>\n<div class=\"faq_answer text_body--md\">A virtual call center is a customer service center where support agents work remotely, providing assistance from various locations rather than a centralized office.<\/div>\n<\/div>\n<div class=\"faq_item\">\n<div class=\"faq_title text_body--md text--semi-bold\"><strong>What are the benefits of a virtual call center?<\/strong><\/div>\n<div class=\"faq_answer text_body--md\">Benefits include reduced costs, access to a global talent pool, flexible working conditions for employees, and the ability to provide support across different time zones.<\/div>\n<\/div>\n<div class=\"faq_item\">\n<div class=\"faq_title text_body--md text--semi-bold\"><strong>What tools are essential for a virtual call center?<\/strong><\/div>\n<div class=\"faq_answer text_body--md\">Essential tools include a cloud-based phone system, CRM software, noise-canceling apps, co-browsing tools, VPNs, and chatbots for handling repetitive questions.<\/div>\n<\/div>\n<div class=\"faq_item\">\n<div class=\"faq_title text_body--md text--semi-bold\"><strong>How can a CRM system benefit a virtual call center?<\/strong><\/div>\n<div class=\"faq_answer text_body--md\">A CRM system centralizes customer interactions, automates ticketing and call management, provides detailed customer profiles, and helps track the quality of support through call recordings.<\/div>\n<\/div>\n<div class=\"faq_item\">\n<div class=\"faq_title text_body--md text--semi-bold\"><strong>How do chatbots improve customer service?<\/strong><\/div>\n<div class=\"faq_answer text_body--md\">Chatbots handle common inquiries 24\/7, reduce the workload on human agents, provide quick answers to frequently asked questions, and connect customers to live agents when needed.<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>The entrepreneurs who weren\u2019t sure about starting virtual call centers just six months ago don\u2019t hesitate to make that decision now.\u00a0 A remote worker is more productive, communicative, satisfied with their work-life balance, and saves around $11,000 a year by eliminating rent and office supplies. On top of that, the quality of customer support remains [&hellip;]<\/p>\n","protected":false},"author":47,"featured_media":7117,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"two_page_speed":[]},"categories":[420,413],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.2 (Yoast SEO v23.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Krisp Blog | Virtual Customer Service Moving Online<\/title>\n<meta name=\"description\" content=\"Virtual call center is a cost-effective solution for providing customer support. 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