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What Is a Virtual Call Center Agent?

NICE inContact

At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. No, a virtual call center agent is a regular human being. Most call centers still have a brick and mortar presence. Is it a bot?

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An Introduction to the Virtual Call Center

Noble Systems

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

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Small Business Call Center Software Solutions

Noble Systems

And because they can connect from anywhere, smaller companies can take advantage of using a virtual call center for small business – staffing their teams with remote workers in multiple locations, rather than requiring a large site with physically-wired agent workstations. The Best SMB Call Center Solutions and Features.

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How to evaluate a call center agent’s performance?

ViiBE Blog

Implementing service recovery can help improve your first call resolution rate. Two crucial related KPIs that affect employee performance are schedule adherence and absenteeism. Schedule adherence compares an employee’s scheduled hours to the actual hours they spend working. Employee break time.

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Contact Center Terminology – Abbreviations & Key Terms Explained!

Babelforce

Revenue per call is calculated by taking the total revenue generated by the calls in a given sample, and dividing that total by the number of calls in the sample. Schedule adherence. Call center schedule adherence is a percentage measure of how well agents stick to their schedules.