A Virtual Call Center is an “automatic” call center

A Virtual Call Center is an “automatic” call center. It is basically the same thing as a call center, only costing a fraction of the price and being a lot easier to handle and mange. Included in most Hosted Call Centers are numerous amounts of advanced inventions and developments. One such innovation is a Predictive Dialer. Predictive Dialing reduces the amount of wasted time by agents. The Predictive Dialer will organize and rearrange the calling list that the agent has. It then filters out the “bad” numbers, such as not in service numbers, or disconnected numbers, while relisting other numbers, such as busy signals or unanswered calls, at the bottom of the list. The Predictive Dialer will then try the next few numbers towards the end of the Virtual Call Center agent’s call. By doing this, this allows the Virtual Call Center agent to maximize his time working and minimize his time being occupied with unnecessary and often bothersome and unproductive work.

Predictive Dialing has come a long way. It first started as an autodialer, which merely just dialed calls for an idle or waiting agent. A Predictive Dialer uses a variety of algorithms in order to predict the availability of both Virtual Call Center agents and potential customers and therefore customizing each calling process to suit what’s best for both agent and customer. Based on a 2002 survey, a Predictive Dialer can dramatically increase the amount of talk time agents utilize per hour as opposed to a traditional agent without a Predictive Dialer. The ratio is 50 minutes per hour utilized with a Predictive Dialer comparing to 20 minutes per hour used without using Predictive Dialing.

Other Hosted Contact Center features are Voice Broadcasting, which enables mass phone messaging to endless amounts of customers, and IVR, or Interactive Voice Response, which enables customers to “do it themselves” thereby reducing the need for customer service representatives. In addition to these features, Freedom TeleWork offers unique and amazing Hosted Contact Center Supervisory tools through their TeleWorkers campaign. These unique tools help Freedom TeleWork customers to ensure that the TeleWorkers are working properly and efficiently. These tools are Spy mode, Barge In mode, Whisper mode, MP3 recording of calls, monitoring of key strokes and random screen captures of agents’ screens. Not only do these features allow customers to check on their TeleWorkers, but they also give customers the ability to further train and coach their Virtual Call Center agents