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Virtual Call Center (Vcc): Here’s All You Need to Know Before Choosing

by meghna soni - 21 Jun 2022, Tuesday 172 Views Like (0)
Virtual Call Center (Vcc): Here’s All You Need to Know Before Choosing

In today's world, a contact center is no longer just a physical place in an office. Instead, it can be anywhere that customers and employees need it to be. With the advent of Virtual Call Centers or VCCs, companies can now provide better customer service and support from any location by getting all the benefits of call centers without having to deal with their limitations. This post will explain what VCCs are and their main benefits that you should look for when choosing one for your business.

What is a Virtual Call Center?

A virtual call center, also known as  virtual contact center solutions, is a call center that has been outsourced to a third-party company. It's essentially a shared or "on-demand" service, where the client pays for only what they need. Here's an example: if your business receives 30 calls per day and you can't afford to hire an entire staff of agents to answer those calls, you can outsource it to a VCC provider, like SparkTG, with whom you'll pay per minute or per transaction.

Benefits of Virtual Call Center

The benefits of VCCs are numerous, and they're sure to save you money in a number of ways. These benefits include:

  • Reduced cost of hiring and training employees: When you're without an office space, you don't need to pay the employee leasing fees or overhead associated with having a physical location. As well, your VCC doesn't need any furniture or equipment; these costs are also reduced when compared to those required by traditional branch offices.
  • Reduced cost of office space: If your employees work remotely instead of from a physical location, then there's no need for them to be located near each other—or even in the same city! The fact that there are fewer people on staff means less competition for limited resources like cubicles and desks; this results in lower rental prices overall.
  • Reduced cost of equipment: The less expensive computers are used by virtual call centers than those used by traditional ones can mean better performance at lower costs.
  • Reduced cost of maintenance: Computers wear out faster than humans do; because we tend not to use technology as much as we should (and thus take good care of it), our hardware will last longer than if we were using it constantly throughout every day.
  • Reduced cost of utilities: Because there are fewer people working at one time during normal business hours, there's less energy consumption during those times too. This helps keep utility bills down while still providing quality service levels.
  • Scaling up and down with ease: If your business is doing well one month but not so well in another month, then it's hard for a traditional call center service provider who has fixed costs to scale up and down since they need more agents on hand during peak times but fewer agents during slow times of year (like summer). 

With VCC providers, like SparkTG, however, there are no such restrictions so they can easily scale down when needed without having any impact on operations because everything runs remotely via software-as-a-service technologies rather than physical infrastructure (phones/switches/etc.).

  • Flexibility: A major benefit associated with using virtual call centers over traditional ones is flexibility since it does not require physical presence at all times for business operations such as customer support.

Virtual contact center solutions are beneficial to businesses and employees alike.

If a client has a question, they can send it to you via the platform. You can then respond to them through the same medium. This is one of the reasons why virtual call centers are so cost-effective. They allow companies to bring their customer service departments closer together and eliminate unnecessary spending on phone lines and other equipment that would be necessary if employees were working remotely.

As discussed previously, flexibility is another advantage of VCCs over traditional physical offices. Employees have greater flexibility in where they work and what time zone they operate within. Some businesses choose not to have formal hours at all, allowing employees to choose their own schedule based on what works best for them personally without compromising productivity or efficiency levels within those time frames (such as 8 am - 5 pm).


A VCC is a great way to improve customer service and create opportunities for employees to work from anywhere. VCCs gives businesses the ability to provide efficient, 24/7 customer service without worrying about staffing limitations. By choosing the right platform, you will increase productivity and eliminate many of the expenses associated with running a physical contact center.

SparkTG is a leading provider of virtual contact center solutions. To know more, you can call us at 1800-123-454647 or you can book a 7-days FREE trial.