Hello,

I was wondering if anyone can help out to create a checklist (Operations and Technology) for implementing a Virtual Call Center. I have been given this project to implement a Virtual Call Center from the call center I am currently working with.

We have a need to expand to Virtual to solve a few problems: Recruitment, Space, and flexible work shifts.

We have many projects - both Inbound and Outbound (Predictive and Preview Dialing) that we would like to run using Home Agents.

We want to start a test - basically forwarding call utilizing a DMZ and then move 6 agents to work on an inbound from home. From there we will beef up the network for the Phase 1 solution and finally for Phase 3, have a Virtual setup which we can recruit for.

I have been searching on the internet for Steps or a checklist for implementing a Virtual Call Center. Can anyone send me the basic steps? This will help me create a timeline that I can fill in when the IT department gets back to me. Thanks for your help.

Yip

spelling is not my strong point so accept apologies first.

1. Talk to your telecoms provider, they should be able to advise.
2. Talk to your IT people re how are the home agents going to access the systems.
3. What telecoms platform are you currently on? IP telephony or other?
4. What is the budget?

These three areas will have a large bearing on the final solution. Once you have the answers, you can start putting some detail around this.