Modify Joomla to allow use by call center. Add 'Secret Word' field to registration, and also require all current users to add a 'Secret Word' to their account on next login.
Allow call center agents to, through a simple interface, look up a user by email address, confirm the users identity by requesting the secret word on the account, reset the users password to '123456', look up order history and check status of orders made in VirtueMart, flag orders in VirtueMart to be checked by internal customer support and email internal customer support with any other issues.
The call center interface should also have access to an FAQs section, which can be updated from within Joomla. It should also have a section in a column that displays current issues with our site/service, that can also be updated from within Joomla.
The workflow should be
Request Email > Request Secret Word (alternatively identify by other method when secret word not remembered) > Able to Assist (customize script using first name where available) > End Session
The web app should be easy to use for the call center staff, and you should describe or provide examples of how you might design it. Mockups appreciated.
I've included some image files showing how our internal design and research departments envisage the final product looking. I'm going to have to upload them one at a time.
Here's an example of the main call center screen