What Does a Virtual Call Center Agent Do?

Learn About the Salary, Required Skills, & More


Virtual call facilities are paintings-at-domestic jobs wherein people are hired as employees or paintings as an unbiased contractor to provide smartphone, chat, customer support, or tech help services from their personal home places of work.

Like dealers in a traditional call center, home-based call middle agents deal with inbound and/or outbound cellphone calls and regularly chat and email as well. Companies both make use of digital call middle sellers to provide customer service for his or her very own company or contract to provide virtual name center smartphone support for others.

Virtual call middle marketers might also do telemarketing or income, customer support, 1/3-birthday party verification, or technical support for inbound or outbound calls. Depending on employers, sellers may additionally offer simplest one provider or their workload may also range.

Virtual Call Center Agent Duties & Responsibilities

This activity generally calls for the capacity to address the subsequent tasks:

  • Answer smartphone calls.
  • Answer emails or on line chat messages.
  • Address consumer concerns.
  • Direct clients to different assets while suitable.
  • Engage in telemarketing.
  • Make calls to affirm records.
  • Maintain a well geared up domestic office.

Virtual call middle sellers need a domestic workplace that has an appropriate cellphone and computer gadget to fulfill their employers' needs. While many roles contain answering the telephone, companies usually offer customers an option to chat on line with customer service representatives. Agents cope with those responsibilities as properly, and responding to customer emails may additionally be involved.

Many concerns or troubles customers have may be solved without delay by using the call center retailers, but every so often dealers need to direct customers to some other resource.

Instead of receiving and responding to calls or messages, some virtual call center jobs require sellers to make outgoing calls for the purposes of selling or to confirm information.

Virtual Call Center Agent Salary

The U.S. Bureau of Labor Statistics consists of digital call middle dealers in a broader class of customer support representatives. While 80 percent of customer service reps worked full-time in 2016, in line with BLS, it’s no longer uncommon for digital call center dealers to paintings element-time. Some name center pay structures are constructed on according to-call or per-minute fashions.

  • Median Annual Salary: $32,884 ($15.eighty one/hour)
  • Top 10% Annual Salary: $fifty four,329 ($26.12/hour)
  • Bottom 10% Annual Salary: $21,361 ($10.27/hour)

Source: U.S. Bureau of Labor Statistics, 2017

Education, Training, & Certification

No formal training or certification is necessary, and a excessive faculty diploma or GED often is the best requirement.

  • Experience: Previous enjoy in cellphone customer support is incredibly proper. Some businesses take delivery of customer support experience in retail or different comparable positions. Companies look for candidates who're self-influenced with excellent grammar and a professional cellphone presence. Typically, primary math and writing abilities, in addition to know-how of word processing structures, are predicted.
  • Application: Most businesses lease work-at-domestic phone retailers with out a face-to-face interview. Online talent assessment checks and phone interviews are used as an alternative. Background and credit score exams are common, and a few agencies make applicants pay for these.

Virtual Call Center Agent Skills & Competencies

In addition to being knowledgeable approximately the businesses they're operating for and trained in how to handle not unusual customer-related troubles, digital name center marketers need to have the subsequent smooth abilities:

  • Interpersonal abilities: Communication is a massive part of the task. Agents want to be personable, professional, and pleasant at the smartphone, with clear speaking voices. They additionally need to be adept at responding appropriately to callers based totally on their tone of voice in addition to the content in their messages.
  • Patience: Callers often are annoyed or irritated, and sellers want so as to work via the state of affairs even if the individual on the opposite end of the line isn't always as professional and calm.
  • Problem-fixing talents: Not all problems are common or predicted. Agents want on the way to think speedy, determine the situation, and discern out the best possible solution.
  • Organizational capabilities: The process on occasion requires virtual call middle agents to juggle lots of facts and leap from one name to a wholly unique sort of call, and they need to be organized for every.

Job Outlook

Job growth for customer support representatives, which includes virtual call center agents, is projected at only 5 percent for the decade finishing in 2026, in line with the U.S. Bureau of Labor Statistics. This is less than the 7 percentage increase projected for all occupations because of the boom inside the wide variety of corporations the usage of internet self-service or automated cellphone offerings which can cope with easy duties which include bill charge, changes of deal with, and greater.

Work Environment

Companies lease virtual call center dealers as each telecommuting personnel and unbiased contractors. Either manner, it’s most not unusual for marketers to training session in their own homes with corporations like Arise Virtual Solutions. Since cordless telephones generally aren't allowed, agents want to remain at a table or different notebook, and that they generally need get right of entry to to a pc while operating. Agents usually very own and hold their personal system, which must meet certain specifications.

Virtual call middle agents rarely need to work far from their home offices. Even schooling is normally done from home. However, some corporations do have geographic requirements and most effective hire from specific U.S. states.

Work Schedule

An array of schedules are feasible. Some organizations require dealers to work a few weekend or nighttime hours, even as others do not offer weekend and night shifts. Likewise, some require a minimal dedication of hours, even as others make no ensures approximately hours available. Most companies, especially people who lease unbiased contractors, don't have any regulations against marketers operating for a unique company as properly.

Demand for digital name center dealers regularly increases in the course of vacations and other busy purchasing seasons.

How to Get the Job


To be as marketable as viable inside the career, take time to paintings on speakme professionally and in reality in the course of all your phone conversations.


Seek open positions online and observe. Entry-stage requirements are low, so it’s first-rate really to fill out as many packages as affordable.

Comparing Similar Jobs

People thinking about running as a digital name center agent may additionally don't forget one of the following career paths, indexed with median annual salaries:

Source: U.S. Bureau of Labor Statistics, 2017