Virtual Call Center - Help

[yipbop]

Hello,

I was wondering if anyone can help out to create a checklist (Operations and Technology) for implementing a Virtual Call Center. I have been given this project to implement a Virtual Call Center from the call center I am currently working with.

We have a need to expand to Virtual to solve a few problems: Recruitment, Space, and flexible work shifts.

We have many projects - both Inbound and Outbound (Predictive and Preview Dialing) that we would like to run using Home Agents.

We want to start a test - basically forwarding call utilizing a DMZ and then move 6 agents to work on an inbound from home. From there we will beef up the network for the Phase 1 solution and finally for Phase 3, have a Virtual setup which we can recruit for.

I have been searching on the internet for Steps or a checklist for implementing a Virtual Call Center. Can anyone send me the basic steps? This will help me create a timeline that I can fill in when the IT department gets back to me. Thanks for your help.

Yip

[Steve Turton]

Hello Yip:

Setting up a Virtual Call Center can easily be completed within 10 business days.....

You really only have to discuss what your welcome message will be, the number of queues you require (Customer Service, Tech Support, etc), if there are any special skills required by the CSR's; make your IVR recordings including after hours message, and the option of callers to leave voicemail messages.

There really isn't much more to do than that. Just point your 1-800 at the Virtual Call Center supplier, and incoming calls will be equally distributed, based on CSR skill sets.

Steve@telax.com