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A call center is a centralized location where employees handle inbound and outbound calls. An online call center uses virtual workers who can work from home or remote locations, providing cost savings and access to a broader pool of candidates. Virtual workers are often more productive and have higher retention rates. Employees enjoy the convenience of working from home.
A call center generally refers to a centralized location where a business has a dedicated team of employees whose job it is to answer inbound or generate outbound telephone calls. Call center employees are often in sales, telemarketing, customer service, customer service, or technical support positions. A call center is designed to handle a large volume of calls and traditionally thought of as a facility with rows of employees sitting in individual offices or cubicles, talking on the phone.
An online call center uses the features of a conventional call center while employing a virtual workforce that is not actually physically present in a central facility. Through the use of computers and the Internet, many businesses are able to use employees working from home or remote locations to perform many, if not all, tasks that can be handled through a conventional call center.
In a virtual call center, calls traditionally processed in a central facility are now routed directly to employees wherever they are physically located. In many cases the process is so simple that frequent callers are unaware that they are not calling a traditional call center and are talking to someone who is working from home.
An online call center offers businesses a number of unique benefits. The first benefit is the cost savings of not having to build and maintain a physical location. Another benefit is that companies are no longer dependent on hiring employees from just one local area. With an online call center, companies can select and hire the best candidates from a broader geographic base.
Many studies have also found that workers in virtual environments are more productive than their counterparts in a physical office. Additionally, many companies that use an online call center have a higher employee retention rate than companies with employees in traditional call centers.
Employees working in an online call center enjoy unique perks and benefits. Perhaps the biggest benefit for many employees is the convenience of being able to work from home or from a remote location of their choosing. The ability to work from home has also made it convenient for many to work for an online call center as an additional source of income. Now, instead of having to commute from one physical workplace to another, online call center employees simply have to go home to be able to work.
