Virtual Call Center 101: Setup, Benefits & Best Practices | Aircall

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With around nine in ten call center agents working from home, virtual call centers have become a necessity for businesses that want to be accessible to customers.* This model offers greater flexibility, access to wider talent pools, and improved customer service efficiency.

If you’re ready to transition from a physical setup, going virtual can help you scale faster, streamline operations, and provide employees with a work environment that increases productivity and well-being.

But how do you set up a digital call center? With the right people, processes, and tools. This guide covers everything you need to know about virtual call centers, why they’re a smart choice, and the steps to successfully build one.

What is a Virtual Call Center?

A virtual call center is much like an on-site call center, except customer service representatives or sales representatives aren't physically located at a company’s office. More often than not they’re working from home, but they could be working anywhere they have a reliable internet connection and relatively quiet environment.

One of the reasons that digital call centers are gaining popularity is because they reduce many of the overhead costs of running a brick-and-mortar office. 

Plus, cloud technology makes it possible to set up a virtual call center for both inbound calls and outbound calls that serves customers anywhere in the world. This makes virtual contact centers a good solution for businesses who need a multilingual contact center team, as it’s easy to hire and deploy agents across various regions. 

What is virtual call center software?

Virtual call center software refers to a cloud-based phone system, which is also known as a VoIP (Voice over Internet Protocol) phone system. An advanced cloud phone system like Aircall works in tandem with other software integrations to provide a single source of data and customer information for call center representatives. 

Discover Aircall’s powerful customer communication platform for a virtual call center that maximizes agent productivity and customer satisfaction. Try for free.

How to Evaluate Virtual Call Center Software

The cloud-based phone system you choose to support your virtual call center should come with features that boost productivity and agent performance, including: 

• Local, toll-free, national, and international phone numbers

• Basic functions like call recording, voicemail, business hours, extensions, and IVR

• Advanced capabilities like ring groups, queue callback, and smart routing

• Collaboration features like shared contacts, warm transfer, and call commenting

• Productivity tools like call transcription, click to dial, power dialer, and custom filters

• AI-powered features like call summaries, key topic recognition, and talk-to-listen ratio 

When evaluating a platform, you also need to evaluate integrations, which will allow you to streamline workflows and improve efficiency and productivity. For example, look for software that connects to your CRM system (perhaps HubSpot or Salesforce) to automatically sync customer data. 

Your virtual call center software should also be quick and easy to install. Plus, pay attention to uptime (and don’t settle for anything lower than almost perfect) to ensure consistent, reliable service for your customers. 

Finally, it’s essential to monitor the performance of your virtual call center if you want to find ways to improve it, so look for software that comes with analytics dashboards and enables you to track relevant metrics and KPIs.

Identify which agents need more support with Aircall’s analytics features.

How to Start a Virtual Call Center

Follow these steps to get your virtual call center off on the right track.

1. Define the purpose of your virtual call center: Will your call center be a sales call center or a customer support call center? It's also possible to set up a combination of both. This will impact which features are most important to you and how you will train your agents. 

2. Set up key software integrations: Your digital call center software provider may offer an app marketplace where you can connect the platform to your existing tech stack. Integrations can help you better manage sales and customer support activities to improve the customer experience.

3. Provide all the necessary equipment: Decide what equipment your agents will need in their remote work environment. Most often, they'll just need a computer, a headset, and a reliable internet connection. 

4. Establish the proper workflows: Design workflows according to the purpose of your call center. For example, for a sales call center, you may want to use software integrations that allow you to set up automated post-call emails to guide customers through your sales funnel.

5. Make use of advanced features: Consider which features will help you provide the best customer experience, such as IVR for self-service options or skills-based routing to get callers to the right agent as quickly as possible. 

6. Set your agents up for success: Design a quality onboarding protocol for new call center representatives to help them get up to speed with the software and understand the features and integrations they’ll be using. 

7. Track employee performance: Establish a program to evaluate your call center representatives' output on an ongoing basis. Then, determine how to reward them for meeting their goals.

Setting Up Your Virtual Call Center Software

One of the great things about virtual call center software is that it’s incredibly easy to set up and start using. Use this checklist to guide you when setting up your cloud-based phone system to ensure you don’t miss any key steps: 

• Get familiar with your virtual call center dashboard

• Learn how to use the call center activity feed (for monitoring call center activity)

• Create teams and users and configure their profiles

• Create your virtual phone numbers

• Create your IVR menu and flow

• Set up call tagging (tag calls for support, sales, tech, etc.)

• Activate integrations with your existing software

• Set up your analytics with metrics and KPIs

Onboarding and training your call center agents

Once you’ve set up your virtual call center software, develop a process that you can use to reliably onboard your call center agents. Share all the tools, policies, and procedures that your call center representatives will need to know to do their jobs well. Many companies find that a digital knowledge base for agents and reps makes it easier to get new employees up to speed.

It's also helpful to set up weekly meetings with new agents to check on performance. Leverage the analytics features your call center software offers to set measurable goals for call center representatives, then use these goals to objectively measure their performance.

Finally, provide extra support for new agents with advanced features like call coaching and whispering, which allows you to provide real-time advice and assistance to new employees who may be struggling on a call. 

Aircall allows managers to monitor agent calls in real time so they can provide the support new employees need.

Best Practices for Running a Virtual Call Center

Here are a few best practices to follow when running a virtual call center. 

• Create a collaborative culture: Encourage teamwork with tools that promote interaction, like video calls and chat platforms. A collaborative environment helps agents feel part of a cohesive team—even when they’re working remotely.

• Use video communication: Use video tools for regular check-ins and team meetings. Visual interaction keeps remote agents engaged and can make them feel more connected to their team.

• Equip agents with reliable technology: Make sure agents have high-speed internet, quality headsets, and CRM access. Reliable tools enable agents to provide excellent service and focus on customer needs.

• Establish a structured workflow: Remote agents perform best with a clear structure. Define processes and schedules to provide stability and help agents stay organized and focused.

• Avoid micromanaging: Resist the temptation to closely monitor every action. Instead, set performance expectations and trust agents to work independently.

• Provide continuous training: Invest in ongoing training through webinars, screen sharing, and self-paced resources. Effective training equips agents to handle diverse situations confidently and forms a central role in call center quality assurance.

• Use data-driven performance metrics: Track key metrics like First Call Resolution (FCR) and Customer Satisfaction (CSAT), which provide insights that help you improve customer service quality and operational efficiency.

• Ensure secure IT and work environment: Security is essential for virtual call centers. Agents must follow strict security policies and use secure VPNs and private networks to protect customer data and company information.

9 Advantages of a Virtual Call Center

Now that you know the ins and outs of starting a remote call center, let's review the advantages you can expect once you get one set up.

1. Reduced overhead costs

Save on equipment like phones, computers, servers, and office space, as well as ongoing maintenance and utility costs. Software providers handle system updates, so you don’t need to budget for equipment upgrades or repairs, reducing your overhead significantly.

2. Greater reliability

Virtual contact center platforms are designed for maximum uptime; Aircall, for example, delivers 99.95% reliability. Cloud-based technology minimizes disruptions, meaning your team can remain available to customers without the downtime issues that can impact on-site systems. 

3. Better employee experience

With 95% of employees sharing they would like some form of remote work, offering your agents more flexible arrangements can provide a better, more flexible work experience—and help you hang onto them longer. 

4. Increased scalability

Virtual call centers allow you to scale your operations up or down in response to demand without physical space constraints. Whether you need to add seasonal agents for a busy period or reduce staff during quieter times, a virtual setup gives you the flexibility to adjust quickly and efficiently.

5. Access to global talent

With a virtual call center, your talent pool isn’t limited by geography. You can hire skilled agents from anywhere in the world, choosing people with the right experience, language proficiency, and cultural understanding to serve your customers effectively. This flexibility also means you can offer round-the-clock support by strategically placing agents in different time zones.

6. Less reliance on IT staff

Virtual contact center platforms are maintained by the provider, who handles security protocols, software updates, and troubleshooting. This means less reliance on an in-house IT team, freeing your staff to focus on other, more pressing tasks.

7. Enhanced productivity 

Features like call routing, click-to-dial, and power dialing help agents manage high call volumes and prioritize effectively. These tools enable agents to focus more on customer interactions and less on manual tasks, improving overall call center productivity.

8. Real-time insights 

Many virtual call center platforms offer live dashboards that provide instant visibility into call center activities. Managers can monitor call volumes, agent performance, and customer wait times in real-time, allowing them to make quick adjustments to optimize service and meet demand.

9. Unified customer data

 Bring all customer data to each agent's screen for a single source of information. This unified view ensures call center representatives have the information they need to provide personalized, informed support—resulting in a frictionless customer experience.

“We chose Aircall because of its simple implementation and ease of use. After just a few days we were able to have multiple teams ready to make and receive calls.” 

—Fernando Bueno, former regional manager of Spain at Spotahome

Choose Advanced, Reliable Virtual Call Center Software 

Your virtual call center will only be as strong as the software you choose to support it. With powerful features and 100+ integrations with popular business tools, Aircall enables agents to handle large call volumes while ensuring excellent customer experiences. 

Plus, real-time insights and live dashboards allow managers to monitor and optimize performance instantly—even on remote and dispersed teams.

Built for reliability, Aircall offers exceptional uptime, keeping your operations smooth and consistent. And with dedicated support, Aircall helps you set up tools and processes for your team’s long-term success. 

Discover Aircall’s powerful customer communication platform for a virtual call center that maximizes agent productivity and customer satisfaction. Try for free.

*Is the Call Center WFH Model Here to Stay After COVID-19?, SQM Group

FAQs

How does a virtual call center work?

A virtual call center operates through cloud-based technology, allowing agents to handle customer interactions from anywhere with an internet connection. Instead of being tied to a physical office, agents use software that routes calls via VoIP. This setup enables businesses to tap into a global talent pool and offer flexible working arrangements.

Is a virtual call center profitable?

A virtual call center can be highly profitable. Businesses significantly reduce overhead expenses by removing the costs associated with physical office space, utilities, and on-site equipment. And access to a wider talent pool enables you to hire the most qualified agents, regardless of where they’re located. 

The scalability of virtual call centers also means you can adjust staffing based on demand, optimizing operational costs and maximizing profitability.

How do you become a virtual call center owner?

Starting a virtual call center involves a few key steps. First, define the services you plan to offer, such as customer support, sales, or technical assistance. Next, invest in reliable virtual contact center software that provides essential features like call routing, CRM integration, and analytics; Aircall is a great example. 

Then, recruit skilled agents who can work remotely, ensuring they have the necessary equipment and a secure work environment. Finally, establish clear processes for communication, training, and performance monitoring. 

How do you manage a virtual call center?

Managing a virtual call center requires clear communication, effective tools, and a focus on team cohesion. Use cloud-based software to monitor performance metrics, track calls, and provide agents with the necessary resources to succeed.

Set clear expectations and goals and offer continuous training to keep agents motivated. Use real-time analytics to make informed decisions, adjusting strategies to improve efficiency and customer satisfaction. Prioritizing agent well-being and recognizing achievements will also improve productivity and reduce turnover.

Published on February 25, 2025.