When it comes to customer service, the quality of your virtual call center can make or break your business. A virtual call center is a great way to provide excellent customer service without breaking the bank. We have written this post to cater to those thinking of starting a virtual call center business. By following these simple steps, you can create a successful virtual call center in no time!

Define your business goals

Before you can set up your call center, you need to define your business goals. What are you hoping to achieve with your call center? Are you looking to increase sales? Improve customer service? Reduce costs? Once you know what you’re aiming for, you can start planning the specifics of your call center.

Check what your budget allows

Obviously, the first step in setting up your call center is to determine what your budget allows. There are a few things to take into account when considering your budget: first, what type of equipment do you need? Second, do you have the necessary bandwidth and infrastructure in place? Third, do you need to hire additional staff? And finally, what are your monthly costs? Once you have a ballpark figure for what your call center will cost, you can start thinking about the other steps involved in setting it up.

Create your call workflow

The next step is to create your call workflow. This will outline the steps your agents will take when they’re on a call. Your call workflow should include:

-The introduction: This is where your agents will introduce themselves and the purpose of the call.

-The problem: This is where your agents will ask the customer about the problem they’re experiencing.

-The solution: This is where your agents will provide the customer with a solution to their problem.

-Closing remarks: This is where your agents will thank the customer for their time and let them know they can reach out if they have any other questions.

Find clients

The best way to start finding clients for your new call center is to reach out to your existing contacts and ask for referrals. Let them know what you offer and see if they know of any businesses or organizations that might be interested in using your services.

You can also post about your new call center on social media and online forums or reach out to local businesses directly. In order to stand out from the competition, make sure you have a strong and unique selling point that differentiates you from other call centers. Whatever method you choose, be sure to showcase your professionalism and dedication to customer service from the get-go. This will help you build a positive reputation and attract more clients in the long run.

Invest in a call center software

One of the most important investments you’ll make for your virtual call center is investing a good call center software. This will help you manage your calls and agents, as well as automate many of the tasks related to running a call center. There are many different software options available, so it’s important to do your research and find one that fits your specific needs. Some popular options include Agent Desktop, Vocalocity, and Virtual Call Center from Clarity Voice.

Hire and train your employees

Now that you have your equipment ready and your space set up, it’s time to start hiring your employees. When hiring, make sure to look for candidates with customer service experience, strong communication skills, and who are tech-savvy. Computer literacy is a must, so be sure to test candidates’ skills during the interview process. Once you’ve hired your team, it’s important to train them properly. This includes teaching them how to use the equipment and software, as well as how to deal with difficult customers. Be sure to provide feedback and answer any questions they may have.

Monitor and optimize your call center

Once you have your call center up and running, it’s important to monitor and optimize it so that you’re getting the most out of your team. Here are a few tips on how to do that:

  • Make sure your agents have the right tools and resources they need to do their jobs effectively. This includes a good phone system, headset, and software that can help them manage their calls.
  • Track your agent’s performance and analyze the data to see what’s working (and what’s not). Adjust your strategy accordingly to ensure that you’re getting the most out of your team.
  • Regularly test your call center’s routing and scripts to make sure they’re still accurate and up-to-date.
  • Train your agents on new techniques and strategies regularly, so they’re always learning and growing.
  • Stay on top of customer feedback and complaints and address them quickly. This will help keep your call center running smoothly and improve customer satisfaction.
  • Make sure you have a robust reporting system in place so you can track all of this data and make informed decisions about your call center’s future.


Setting up a virtual call center is a great way to improve customer service and save money. By following these seven easy steps, you can get your call center up and running in no time.

By Manali