1. Introduction
2. Basic hardware in a virtual call centre
2.1. Telephone
2.2. Computer
2.3. Headphones
3. Necessary Software in a virtual call centre
3.1. Predictive and Automatic Dialer
3.2. VoIP
3.3. IVR
3.4. Tape recorder
4. Vırtual communıcatıon tools
4.1. Synchronous
4.1.1. Chat
4.1.2. Skype
4.1.3. Video or Audioconference
4.2. Asynchronous
4.2.1. Electronic mail, e-mail
4.2.2. Wiki
4.2.3. Blog
4.2.4. Forum
4.2.5. Distribution list
5. Management software for a virtual call centre
5.1. Call management
5.2. Contact management
6. CRM "Customer Relationship Management"
6.1. What does CRM do?
6.2. Why is CRM important and what are its benefits?
7. Examples of software for a virtual communication
7.1. EasyCall, a software for call centres that improves communication
7.2. Voz.com includes all the requirements for advanced software for a virtual call centre, either big or small
7.3. With Masvoz the company’s communications get simplified
7.4. Fonvirtual a telecommunication service aimed at customer assistance service management
8. Necessary knowledge to work in a virtual call centre
9. Necessary skills to work in a virtual call centre
10. Basic knowledge of data analytics
11. Significant differences between incoming and outgoing calls
11.1. Incoming call centre
11.1.1. Types of calls
11.2. Outgoing call centre
11.2.1. Types of calls
12. European Quality Assurance for a virtual call centre
13. Key performance criteria in a virtual call centre
13.1. Indicators to evaluate the results of the call centre representative
13.2. Indicators to evaluate the activities or effort of the call centre representative
Conclusion
Summary
References