Magicjack.com and Your Virtual Call Center

I’ve been using Magicjack.com for about 9 months now. I’m sold on the capabilities, ease of use and cost of this cool little device. In fact, I have four of these Magicjack.com USB products. Two of them I use for my business in the US and two I use for my employees in the Philippines. As I’ve been using them on a daily basis, I’ve been thinking about how it could be used to create a virtual call center anywhere in the world.

Let me recap how Magicjack.com works. Once you get your device(s) in the mail, you simply plug it into an available USB port, the software loads from the Magicjack device and installs on your computer. You’re asked a few questions, including what area code you’d like to use and voila, within minutes you’ve got a fully functioning VOIP telephone service, with voice mail, three way calling, caller ID, and more. The cool thing about Magic Jack is that you can be anywhere in the world and call back to the US … essentially FOR FREE. Well, for about $19 per YEAR.

Now, think about the possibilities with MagicJack.com as a virtual call center solution. For me, I have employees in the Philippines. These employees are outfitted with Magicjack devices. With these Magicjack.com devices my employees are able to both initiate and receive calls from the US. Again, the calls are so cheap (at $19 / year); the cost per call is literally micro cents on the dollar. Furthermore, my employees work from home, so overhead costs are extremely low.

Consider this concept. A company can aggregate their employees in one country, one city or even perhaps across multiple countries. Why would you consider multiple countries? … In order to leverage multiple time zones. Let’s say that you want to provide 24×7 support to clients. You can have people strategically located in different countries working different hours and even different languages, depending on the time zones that you need to support.

One consideration, then, is how to manage this team and the Magicjack.com devices. I think one cool idea is through software that can aggregate all of the Magic Jack numbers. Think of the possibilities. All of the numbers managed by one central software application. This will allow a company to answer all calls from a central location as if you were a huge corporation. The possibilities seem endless.

A more mundane question is how to manage your team’s productivity. The answer to this question is through processes and “timesheets”, as well as an instant message tool you can track productivity through an online project management tool and check to see if your employees are online via instant message.

There are plenty of other ways to increase your productivity and “presence” with Magicjack.com devices. In fact, you can also make your company look so much larger than a one person company by using this cool little product. The cost is nominal but the benefits are tremendous.