Increasingly businesses are encouraging a rise in virtual call centers to rule out the cost of setting up equipments and offices and furthermore to retain the employee. However, a flip side to it can pose a number of problems to deal with someone you cannot see. Moreover, the connectivity issues and quality control are other areas of concern for effective management.
Application of call center metrics to a virtual call center will enable the business to safely slide through the aforementioned roadblocks, and consequently rise in productivity. Managing a virtual task force is poles apart from managing a traditional call center. The communication gap between the front end workers and virtual agents and successfully integrating their processes is the key for fruitful management. Messenger services from agent to agent and agent to supervisor along with audio recording can fill the gap. Furthermore, E-learning applications and training programs along with telephonic assistance provided to the staff can administer the procedures. The most vital part, Quality control can be managed through live monitoring and random recording of the calls will ensure complete compliance, and effective controlling of the performance related aspects.