Virtual Call Centre

Author: CCa2z

Date: 4th November 2009

A virtual call centre refers to a call centre which is made up of two or more different sites.

Take a billing call centre for a mobile operator, as far as a caller is concerned there may just appear to be a billing centre with one telephone number.  In fact the centre may be made up of three different sites, where calls will be distributed or routed to each site dependent upon paramters set.

This may be due to the size of the site or local employment etc.

MIS reporting will be by the billing function overall then split by each site for perfromnace purposes.


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