\nThe term "virtual call center" simply means that the agents are distributed across multiple locations, so a virtual center might include home-based agents and also agents based in multiple domestic locations or offshore call centers. A virtual call center arrangement can be beneficial for both the company and its employees. Virtual call centers are less expensive to run than physical call centers, and usually lead to lower turnover rates. Virtual call center agents usually enjoy more flexible hours and save on commuting expenses.', moreInfo : '' }, { text : 'True or False? As Voice over Internet Protocol (VoIP)-based systems are becoming more mainstream, this is increasing the popularity of the virtual call center.', img : 'http://media.techtarget.com/WhatIs/images/spacer.gif', responses : [ 'True', 'False' ], answer : 0, score : 1, expandedAnswer : '
\nVoIP is increasing the popularity of the virtual call center by driving down the costs of virtual centers and ensuring that calls get directed to the right agent more quickly. A recent study conducted by Aberdeen Group found that more than half of the companies surveyed plan to upgrade their contact centers by adding distributed agents within the next two years. As companies move to a distributed agent strategy, they\'ll look to VoIP to drive down costs, says Aberdeen\'s Alan Hubbard, author of the research report. ', moreInfo : '' }, { text : 'What is the No. 1 reason companies are deploying virtual call centers today? ', img : 'http://media.techtarget.com/WhatIs/images/spacer.gif', responses : [ 'Customer satisfaction ', 'A desire to move to a VoIP-based call center ', 'Cost', 'None of the above' ], answer : 2, score : 1, expandedAnswer : '
\nCurrently, the number one reason organizations move to the virtual call center model is to cut costs. By deploying a virtual call center, a company can save a tremendous amount on housing and equipment costs, since no office space, desks, parking lot, cafeteria, etc. is needed for call center employees. VoIP software is much less expensive than traditional on-premise call center software, so technology costs are lower as well. ', moreInfo : '' }, { text : 'True or false? Remote call center agents are generally paid 5-15% lower than in-house agents.', img : 'http://media.techtarget.com/WhatIs/images/spacer.gif', responses : [ 'True', 'False' ], answer : 0, score : 1, expandedAnswer : '
\nAccording to a report from Cambridge, Mass.-based Forrester Research, the pay scale for virtual call center agents is generally 5% to 15% lower than the pay scale for in-house agents. This is beneficial for organizations looking to start a virtual call center to reduce costs, however, the virtual call center is not without its drawbacks. According to the report, virtual contact centers increase security risks by exposing the center to external breaches, requiring strong policies for the handling of information. Technical support and training are also more difficult, as is overseeing home-based agents. ', moreInfo : '' }, { text : 'When deciding whether to use remote call center agents, which of the following is not usually a primary business driver?', img : 'http://media.techtarget.com/WhatIs/images/spacer.gif', responses : [ 'High staff turnover (a 25% annual attrition rate, for example)', 'A desire for a lower average handle time (AHT)', 'Seasonal demands that require scaling staff up and down', 'A need for agents with specialized expertise' ], answer : 1, score : 1, expandedAnswer : '
\nAccording to call center expert Donna Fluss, the primary business drivers for using remote call center agents are:\n
\n1. Trouble hiring high-quality agents.
\n2. High call center staff turnover (e.g., an annual turnover rate of 25%).
\n3. A need for part-timers to staff peak or off-hour periods.
\n4. A desire to attract call center agents from a broader geographical area.
\n5. Agent commuting costs.
\n6. A need for call center agents with flexible schedules who are not tied to specific shifts.
\n7. A need to quickly and easily scale staff up and down to meet changing call patterns or seasonal demands.
\n8. A requirement for agents with specialized expertise.
\nCost savings is a factor, but should not be a primary reason for using remote call center agents.\n', moreInfo : '' }, { text : 'True or False? In recent years there have no been functional advancements in on-demand call center offerings, including virtual PBX systems, so on-demand is not a compelling option for those managing virtual call centers.', img : 'http://media.techtarget.com/WhatIs/images/spacer.gif', responses : [ 'True', 'False' ], answer : 1, score : 1, expandedAnswer : '
\nAccording to Fluss, "Hosted applications have opened a new frontier for contact center managers, beyond expensive premise-based systems. The new generation of hosted offerings provides most of the systems and applications needed to operate and manage a world-class contact center."\n
\nRecently, the pet services and dog walking company Fetch Pet Care deployed virtual call center technology from Virtual PBX, which it found flexible and cost effective, allowing the company to seamlessly communicate across all 127+ franchise offices. \n', moreInfo : '' }, { text : 'True or False? If an enterprise wants to manage its remote technology infrastructure, it generally either has to provide an IP-based set-up or direct agents to purchase IP-enabled technology.', img : 'http://media.techtarget.com/WhatIs/images/spacer.gif', responses : [ 'True', 'False' ], answer : 0, score : 1, expandedAnswer : '
\nSome organizations require their virtual call center agents to provide their own equipment, which often means the agent setup will include broadband (DSL or cable), phone and PC, and agents will use a traditional telephone line. However, according to the call center consultancy DMG Consulting, if the organization wants to be able to manage the remote technology infrastructure, it should make sure agents have an IP-based setup. ', moreInfo : '' }, { text : 'The challenges of running a virtual call center include all but one of the following: ', img : 'http://media.techtarget.com/WhatIs/images/spacer.gif', responses : [ 'Challenges of managing remote agents', 'Technology support and training issues', 'Security risks', 'Less experienced agents' ], answer : 3, score : 1, expandedAnswer : '
\nOrganizations that use the virtual call center model can usually attract more experienced and better qualified agents, and most of the time, high-performing agents perform even better when working from home. However, managing remote agents can be challenging. Without regular meetings and a physical presence, it can be difficult for managers to control their staff. According to Fluss, quality monitoring and performance monitoring are extremely important. Fluss also recommends starting with around five remote agents and working out problems with them before expanding in groups of 25. \n', moreInfo : '' }, { text : 'Innovation in communications technology has made the use of remote agents an attractive option for many companies. Which of the following has not contributed to this phenomenon?', img : 'http://media.techtarget.com/WhatIs/images/spacer.gif', responses : [ 'Lower prices on phones/hardware ', 'Lower costs for high-speed internet access ', 'Lower costs for Internet Protocol (IP)/Session Initiation Protocol (SIP)-enabled networks', 'Cheap line charges ' ], answer : 0, score : 1, expandedAnswer : '
\nAccording to DMG Consulting, "In the past, enterprises that wanted to use remote agents had to incur substantial costs. Today, reasonably priced high speed internet access (DSL and cable), Internet Protocol (IP)/Session Initiation Protocol (SIP)-enabled networks and cheap line charges have made At-home agents a practical and cost effective option." Because of these technological advances, the easiest part of setting up a virtual call center is the technology, says Fluss. ', moreInfo : '' }, { text : 'Which of the following is not a traditional deployment model for at-home agents?', img : 'http://media.techtarget.com/WhatIs/images/spacer.gif', responses : [ 'Agents are responsible for purchasing, installing and maintaining their own equipment ', 'Agents are not required to have an alternate telephone service in the event their equipment fails.', 'Agents are sent a preconfigured set-up with instructions and are then responsible for implementing it ', 'Enterprise takes full responsibility for equipment, installation and maintenance ' ], answer : 1, score : 1, expandedAnswer : '
\nDMG Consulting highly recommends that enterprises require that their remote agents have an alternate telephone service so that if their equipment fails, they can call for assistance. DMG Consulting also urges enterprises to require that their remote agents have a minimal level of technical know-how, so they can install and troubleshoot their own equipment.', moreInfo : '' } ] };