Setting up a virtual call center sounds more intimidating than it is. If you’re running a remote team and you want to handle calls professionally—without piles of hardware or a dedicated IT person—this guide’s for you. I’ll walk you through getting started with Krispcall, show you what matters, and flag the stuff that just wastes time.
Let’s get your team talking (to customers, not just each other).
Why bother with a virtual call center?
Before we dive in, here’s the honest pitch: a virtual call center means your team can answer business calls from anywhere, using the internet, with no clunky phones or on-site PBX. It’s great for remote or hybrid teams. You get flexibility, visibility, and tools for managing calls. But don’t expect it to magically fix bad processes or turn new hires into sales pros overnight.
Krispcall is a cloud-based phone system built for this—they keep things straightforward, which is why I’m using them for this walk-through.
Step 1: Set up your Krispcall account
You’ll need an account before you do anything. Here’s what to watch for:
- Sign up: Go to Krispcall’s site and create an account. You’ll need a valid email and to pick a plan. (They have a free trial, but you’ll need to upgrade for anything serious.)
- Pick your numbers: Decide if you want a local, toll-free, or international number. Krispcall lets you buy numbers in lots of countries. Don’t overthink it—start with what your customers need to see when you call.
- Set up your workspace: Krispcall uses “workspaces” to organize your team and settings. Name it something that makes sense.
- Invite your team: Add everyone who’ll take or make calls. You can assign roles (admin, agent, etc.). Give people the lowest permissions they need—less confusion, less risk.
Pro tip: Don’t buy a ton of numbers up front. Start small. You can always add more if you actually need them.
Step 2: Configure call flows and routing
This is where most people get tripped up. Call flows decide what happens when someone dials your number. If you skip this, your calls end up in limbo.
- Set your business hours: Krispcall lets you define when your team is available. Outside those hours, set calls to go to voicemail or play a custom message.
- Add IVR/auto-attendant (optional): If you want a menu (“Press 1 for support, 2 for sales…”), set this up now. Only do this if you really need it—if you’ve got a five-person team, a simple ring group is easier for everyone.
- Create ring groups or queues: Assign incoming calls to certain groups (like “Sales” or “Support”). Decide if you want calls to ring everyone at once or go in a set order.
- Set up call forwarding: Decide what happens if nobody picks up. Forward to another group, send to voicemail, or escalate to a manager.
- Test the flow: Call your new number and see what happens. Tweak until it feels right.
What to skip: Fancy call flows with too many options just annoy callers and confuse your team. Start basic.
Step 3: Set up devices and apps
One of the big benefits of Krispcall is that your team can take calls from just about anywhere—laptop, mobile, or even a browser tab.
- Install the app(s): Agents should download the Krispcall app on their computers and/or phones. Web app users just log in.
- Check permissions: Make sure microphone and notification permissions are enabled. Otherwise, your team will miss calls.
- Do a test call: Have everyone make and receive a test call. Check audio quality—WiFi is fine, but spotty connections will cause headaches.
- Set up call notifications: Agents can get alerts for incoming calls, missed calls, and voicemails. Make sure these are on, especially if your team’s not glued to their screens.
Heads up: If you have folks in countries with strict telecom rules, Krispcall may not offer local numbers everywhere. Check before you promise something to your team or clients.
Step 4: Set up voicemail, greetings, and basic automations
People hate generic or robotic greetings. Take five minutes to make your call center sound human.
- Custom greetings: Record or upload a short, friendly greeting for your main line and voicemail. Keep it simple.
- Voicemail to email: Enable this so missed voicemails go straight to someone’s inbox. Cuts down on “I didn’t know they called” excuses.
- Missed call automations: Krispcall can alert you to missed calls or trigger follow-up tasks. Set this up, but don’t get lost in automation land—start with basics.
Pro tip: Skip the “your call is very important to us” nonsense. Just tell people who you are and when you’ll get back to them.
Step 5: Train your remote agents (without overcomplicating it)
A fancy call system is useless if your team doesn’t know how to use it—or how to talk to customers.
- Quick walkthrough: Show everyone how to log in, answer, transfer, and mute calls. Do it live over a screen share. Five minutes is enough.
- Call handling basics: Share a cheatsheet—how to greet callers, what info to collect, who to transfer to. Don’t bury them in scripts.
- Set expectations: Make it clear when agents should be online, how to handle missed calls, and who to ask for help.
- Test as a team: Have agents practice calling each other so they’re not learning on live customers.
What not to do: Don’t make people sit through an hour-long “training” video. People learn by doing.
Step 6: Monitor, improve, and don’t obsess over metrics
Krispcall gives you call logs, recordings, and a few analytics. Use them, but don’t drown in dashboards.
- Spot check recordings: Listen to a few calls per week. Look for bad habits or customers left hanging.
- Check call volume and missed calls: If you’re missing a lot of calls, tweak your routing or business hours.
- Regular feedback: Ask your team what’s working and what’s just getting in their way.
Ignore: Vanity metrics like “average call duration” unless they tie directly to your goals (e.g., shorter calls aren’t always better).
Frequently asked questions (the ones people actually ask)
Do I need special hardware?
No. Krispcall works with any internet-connected device. If your team takes a lot of calls, a decent headset helps.
Can I use my existing numbers?
Yes, you can port numbers into Krispcall, but expect a wait time. Test with a new number first so you don’t disrupt live calls.
How does call quality compare to a traditional phone line?
On a stable connection, it’s solid. On shaky WiFi, expect issues. If call quality is mission-critical, have agents plug in with ethernet.
Is it secure?
Calls are encrypted. Still, don’t use it for top-secret info—no cloud tool is perfect.
Final thoughts: Keep it simple and iterate
Setting up a virtual call center in Krispcall isn’t rocket science. Focus on the basics—clear call flows, proper onboarding, and making sure your team can actually use the tools. Don’t get sucked into tweaking every setting or chasing fancy metrics. Start small, see what works, and adjust as you go.
Most teams overcomplicate this stuff. You don’t need to.