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Course Information

Virtual Call Center Agent Masterclass​ Course Outline

Module 1: Introduction

  • Virtual Call Center
  • Role of Virtual Call Center Agent
  • Physical vs Virtual Call Center

Module 2: Virtual Call Center Agent Duties and Responsibilities

  • Answering Phone Calls
  • Emails or Online Chat Messages
  • How to Address Customer Concerns?
  • Calls for Verify Information
  • Direct Customers to Other Resources When Appropriate
  • Properly Maintenance of Equipped Home Office

Module 3: Virtual Call Center Agent Skills and Competencies

  • Interpersonal Skills
  • Problem-Solving Techniques
  • Patience
  • Organisational skills
  • Maintaining Workloads

Module 4: Virtual Call Centers Benefits in:

  • Telemarketing or Sales
  • Customer Service
  • Third-Party Verification
  • Technical Support for Inbound or Outbound Calls

Module 5:  Technology and Software Used for Virtual Call Centers

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In this Virtual Call Center Agent Masterclass training, there are no formal prerequisites.


This Virtual Call Center Agent Masterclass training is designed for those who wish to become a successful Virtual Call Center Agent.

Virtual Call Center Agent Masterclass​ Course Overview

A virtual call centre is a system that supports geographically distributed contact centre agents instead of working from a centralised physical location to provide customer service interactions. A virtual call centre utilises the distributed and varied workforces by matching the appropriate agent with the customer based on the rules that make sense for the business. Virtual Call Center Agents manage inbound or outbound telephone calls and usually chat and email as well. Organisations use virtual call center agents to give customer support for their own business to provide virtual call center telephone support for others. Virtual Call Center Agents can do the following:

  • Telemarketing or sales
  • Customer service
  • Third-party verification
  • Technical support for inbound or outbound calls

In this 1-day training, delegates will gain knowledge of concepts and the job role of a Virtual Call Center Agent. Delegates will also understand the difference between physical and virtual call center. Delegates will also attain knowledge of how to answer phone calls as well as emails or online chat messages.

This training will cover various concepts, such as:

  • Basic concepts of Virtual Call Center Agent
  • How to direct customers to other resources when appropriate?
  • How to maintain an equipped home office?
  • Skills required for Virtual Call Center Agent
  • Software and tools used for Virtual Call Center 

At the end of this training, delegates will also understand the benefits of Virtual Call Center Agent in different fields such as telemarketing or sales, customer service, third-party verification, or technical support for inbound or outbound calls.

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  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Frequently asked questions


Virtual Call Center Agents handle inbound/outbound calls as well as emails. Many organisations use virtual call center agents to provide customer support for the development of their own business.
In this Virtual Call Center Agent Masterclass training, there are no formal prerequisites.
Anyone interested in learning about the basics of customer support from a remote location and want to become a virtual call center agent can attend this course.
The following are the benefits: • Work from a remote location • Role of a virtual call center agent in businesses • Answering calls and emails • Management of equipped home office • Problem-solving and organising skills
Delegate pack consisting of course notes and exercises, Manual, Experienced Instructor, and Refreshments
This course is 1 day.
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts
The price for Virtual Call Center Agent Masterclass certification in Philippines starts from $895
The Knowledge Academy is the Leading global training provider in the world for Virtual Call Center Agent Masterclass.

Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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