Michael Frash
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How to land a job in a virtual call center
Last updated: June 26, 2022
Michael Frash
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How to land a job in a virtual call center
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The call center industry is growing quickly. It’s currently worth more than 339.4 billion dollars, and by 2027, it’ll be worth around 496 billion dollars.

Because the future is digital, there are now more virtual call center jobs than ever before.

There are a few perks that come with working in a virtual call center. For example, you’ll get to work from home, saving you from a daily commute. You can set up your desk however you like, and you won’t have the distractions that come from an in-person call center. Plus, you can log in to your shift from anywhere in the world.

If you enjoy helping people, are self-motivated, and can work independently, virtual call center work could be the perfect fit.

How can you land a job in a virtual call center? Read on to find out.

What is a virtual call center?

A virtual call center, also called a contact center, is just like a traditional call center, except there is no central office. Each customer service representative works remotely, either from their own home or with a small team.

Representatives at these call centers deal with inbound calls and outbound calls, and you'll find them in a range of different industries, including sales and customer support. Contact center workers can give assistance via phone, virtual chat, email, or social media.

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All workers need to provide the same positive customer experience. They may have a script to follow, and most companies have software where operators can record details of their conversations.

Going virtual is beneficial for companies that are running a call center. It can give them access to employees in different time zones for 24-hour customer service. And they can save money on rent and utilities.

What skills do you need to work in a virtual call center?

To work in a virtual call center, you’ll need to have excellent communication, listening, and customer service skills.

Remote call centers can be fast-paced environments, so you’ll also need to be highly motivated and organized.

Virtual call center operators need to be cool and calm under pressure, with good problem-solving and multitasking skills. You’ll be talking to real people on the other end of the line, and you should be prepared to deal with complaints.

Some contact center jobs are entry-level, with no minimum education or experience required.

There is a wide range of positions available, and hiring managers sometimes look for people with specialized skills. For example, if you want a bilingual call center job, you’ll need to speak more than one language.

Or, if you're applying for a job with the Internal Revenue Service (IRS), you'll need some accounting skills. If you want to work for a university career services contact center, you'll need to understand the courses and careers that are available.

10 tips to land a virtual call center job

If you want to land a job working remotely as a call center operator, we’re here to help. Take a look at these top ten tips to increase your chances of getting hired:

1. Get the right tools

If you’re serious about working as a virtual call center agent, you should be prepared.

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A potential employer may ask you about your workspace and if you have a quiet room to do your job.

You’ll need a reliable Internet connection and a computer. And, there may be basic software that they’ll expect, such as Microsoft Office, Google Workspace, and email. Most call centers will have their own software programs that you can use if you get hired.

A phone, headset, and way to take notes will also be required if you’re answering phone calls.

Plus, you should have a comfortable chair because you’ll be sitting at your desk for long hours.

2. Customize your application

When you apply for a position, one way to stand out is with a customized job application.

The best way to do this is by reading the job description carefully. It'll usually give you a list of key skills and attributes that new customer service agents need.

You can then use this information to enhance your application. For example, if the job description mentions experience in data entry and you’re comfortable using Excel, you can highlight this in your application.

Or, if the company is in a specific industry such as sales, you can use examples from a previous retail position.

Of course, you should always be honest, but putting emphasis on areas that you know are a priority for the hiring manager could help you land the job.

3. Make sure your resume is ATS friendly

When a job is advertised, there can be hundreds of responses. To make the process easier, companies often use an ATS (applicant tracking system).

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The software scans every application and gives each one a score. If your resume meets the requirements of the ATS, a real person will then review it.

There are a few things you can do to make your resume ATS-friendly. For example, you should use a common file type such as .docx. You should list your experience in chronological order and avoid fancy formatting such as borders and graphics.

And, you should try to fit your resume neatly on one page. If you’re not sure if your resume is ready for the scanner, you can read more of our ATS tips here.

4. Know your skills

Think about what you’re good at and what skills you have. Virtual call center work is customer-focused, so this is what the employer will be focusing on.

Soft skills such as good communication, customer service skills, and active listening skills will be a priority. If you have any experience in speaking on the phone and using call center software, make sure you mention it in your application and during your interview.

Some positions are in virtual help centers, where your communication will be done online. If you have experience in word processing, social media, or administration, these skills can be beneficial.

When you know your strengths, you can promote yourself in the right areas.

5. Reach out to your network

Jobs aren’t always advertised. To increase your chance of landing a position in a remote contact center, reach out to those around you.

You likely have a mix of people in your professional network. These could include friends, family members, workmates, and previous managers.

Some of these people you’ll talk to in person, and others will be virtual connections on websites like Jobcase.

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Put the word out and ask if they know anyone who is hiring. If they do, you might even get a referral.

6. Be mindful of scams

With more people looking for remote work, there's been an increase in work-from-home scams. The first rule to remember is that you shouldn’t ever have to pay a company to give you a job. There should be no cost for starter packs or virtual training.

There are other red flags to look out for. Scammers will often use a generic email address such as a @gmail account. You could also notice spelling and grammatical errors.

If you’re not sure, do your research. A simple Google search could reveal feedback from others who have dealt with the company. Read reviews and check whether they have an active presence on social media.

If you find any red flags, your time will probably be better spent skipping this job posting and focusing on ones that check out.

7. Upskill

Are you missing out on jobs due to a lack of experience? It could be time to build up your experience by upskilling key areas.

You don’t necessarily have to enroll in an associate degree to prepare yourself for a virtual work environment.

There are different short courses you can take to fill your skill gap. For example, you can improve your typing speed and accuracy by practicing online. Administration, financial, or business courses can also be beneficial. The skills you’ll learn will look good on your resume and be appealing to potential employers.

8. Practice your interview questions

Most jobs will have an interview process. If it’s a fully remote position, your interview might be online.

Before an online interview, make sure you have the right program, such as Zoom or Skype. You’ll also need a computer with a camera and microphone.

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You can practice your interview answers with a friend or family member. The more you practice, the more confident you’ll be on the day.

Read our list of common interview questions and answers to get an idea of what to expect.

Remember, it’s a customer service industry, so they'll be looking for good communication during the interview.

9. Apply, apply, apply

To increase your chances of landing this type of role, you should apply for lots of jobs. Going through the application process will become easier, and you might just get your foot in the door.

Sometimes, when you miss out on a position, the hiring manager will give you feedback. You can use this feedback to improve your resume and cover letter.

Reach out to virtual call centers, even if they aren’t hiring right now. Chances are they'll be looking for new team members in the future, and your initiative could get you noticed.

10. Focus on the right jobs

There are different types of virtual call center jobs. For example, there are different industries such as healthcare, sales, and customer care. Some jobs are entry-level, while others require technical knowledge.

While you should apply for lots of jobs, don’t waste your time on roles you wouldn't feel comfortable in.

For example, the position could be suited to someone with knowledge of computer systems or a background in medicine. If you don’t have experience in these areas, skip the applications.

How can you be a good virtual call center operator?

If you get a job, there are a few things you can do to be successful. You can maintain good chat records by taking notes and learning from others on your team. Some companies even offer virtual coaching sessions to help you excel.

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Don't be afraid to ask questions you have. And, you should make sure your office space is quiet and organized. Create a productive remote schedule by getting enough sleep and setting up a comfortable workstation.

When you're on the phone, avoid talking about personal lives. You can be friendly, but the conversations should always be professional and related to the company.

You should always be patient. With practice, you’ll get better at conflict management.

Where can you find a virtual call center job?

If you enjoy helping people, want a good work-life balance, and have a reliable Internet connection, look for a job in a remote call center.

Not sure where to start? Head over to our job board to kick off your search. You can even sign up for email job alerts. Here are some popular search terms to get you started:

You can tick "Remote Only" to narrow down your search.

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How much do call center operators make?

The salary for virtual call center agents varies. The average salary in the U.S. is $13.63 per hour.

For those communicating on the phone, it's $14. For operators who are communicating through written chat, the average is $13 per hour.

If you can speak Spanish or have skills in data entry or Microsoft Office, you can make slightly more. Some companies will offer bonuses to their employees.

Landing a virtual call center job

When you work in a virtual call center, you can say goodbye to a long commute. To be successful, you’ll need to have customer service skills and good time management.

If you’re looking for a job, we have tips to help you land a position. You should start by getting the right tools, including a computer, headset, and reliable Internet connection.

Think about your skills and whether a short course could boost your chances of getting a job. Customize your application to suit each job and make sure your resume is ATS-friendly.

Apply for positions you know you’ll be good at, and practice your interview questions. Look to those around you and ask if they know of anyone who's hiring.

Remember to be mindful of scams. If it sounds too good to be true — it probably is!

Before you go, visit our job board to see what’s available in your area. And, take a look at our resource center because it’s packed with more articles like this one.

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Michael Frash
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Elroca Genius

Interested

Interested

11w
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Tanya Gatlin

Michael, I know there e are a lot outsourcing, but a lot of hard working Americans would like to have some piece of pie so I'm so interested in if you know how I somehow cuz I've been working since I was 15 years old getting up at 4:30 in the morning working my ass off so please give me some insights

Michael, I know there e are a lot outsourcing, but a lot of hard working Americans would like to have some piece of pie so I'm so interested in if you know how I somehow cuz I've been working since I was 15 years old getting up at 4:30 in the morning working my ass off so please give me some insights

11w
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