Telecommuting and Remote Agent Call Center Technology
With technology from Database Systems Corp., the concept of a virtual call center is now a practical reality. Consider having your call center workforce accepting and making calls from remote offices or even from home. Also consider having monitoring and control technology in place to make this scenario possible. Perhaps even your supervisors are working from home as well.
Also consider having a phone system that answers your customer inquiries on its own, but with agents available if ever needed. This phone system can even contact your customers or prospects with announcements and alerts.
This is all possible with our PACER phone system and supporting contact management and computer telephony software. No longer will your call center be hampered by factors such as bad weather preventing your agents from commuting to work. Your employees can even keep working with some illness or family condition that would typically stop them from coming into the call center. Now you can hire (and retain) some of your best agents who are unable to commute to work on a regular basis. And growth is limited only by your ability to add technology or people, not office and parking space.
Expand Your Employment Opportunities
Allowing your employees to work from home gives you a
competitive edge over traditional call centers. Now
you can hire highly qualified individuals who could
not otherwise commute to your center. Handicapped
individuals, single parents and the elderly can now
become an integral part of your remote workforce.
PACER Phone System Demonstration with Remote Agents
Database Systems Corp. has prepared a full length presentation of our PACER phone system with CTI software and softphone that you can easily download and view. Included in this presentation are several different CRM and PACER campaign demonstrations along with an explanation of our CTI capability with online reports. This presentation includes PACER's robust features plus a tutorial on different calling techniques. Also included is a presentation on remote agents and web integration. Simply click on the image to your right to start the download process of our PACER and CTI demonstration.
Virtual Call Center Phone System
The heart of a virtual call center is the phone system. Our PACER Predictive Dialer phone system supports call center remote agents that log in from remote offices or from home. PACER tracks each telecommuter agent separately and can route inbound calls to these agents as if they were working locally. Likewise, remote agents can initiate outbound calls and PACER can even route predictive dialer calls to these same telecommute agents. This telecommuter phone system has voice monitoring capability that lets your supervisors audit the quality of the remote agents, ensuring that the service and support provided by your remote agents are of the highest standards.
Using "Smart" Predictive Dialing features, the PACER can pre-qualify prospects and only pass calls to your local or remote agents that express an interest. Since more than 90% of predictive calls result in "No Interest", your organization can realize tremendous savings. Combining predictive and IVR features with our Text To Speech Software, the PACER plays a pre-recorded message and lets the called individual make touchphone selections to continue. They can talk with an agent, request a call back, or even leave a recorded message.
Remote CRM Applications for Work From Home Agents
Remote agent work at home capability is a standard feature of our award winning CRM Software, TELEMATION.
Telephone functions and call recording are some of the many features available within this product. Complete contact management, call history, order entry, literature fulfillment are just a few of the applications that can be managed using this call center telecommuting software system. Telemation campaigns can be developed with telephony features defined on a campaign wide basis as well as per individual agent. Plus Telemation lets you provide your agents with selective telephone functions including a call record button.
IVR, Voice Broadcasting and Call Recording
The PACER phone system has a sophisticated IVR system that lets your phone system answer Toll Free phone caller questions on its own, without the need for operator intervention. Of course, if the caller wishes to speak with an agent, PACER can transfer the call to the next available local or remote agent. The call recording system can be used to record two way calls or simple messages left by callers. Likewise, with our Voice Broadcasting System, the contacted party can be prompted to leave a recorded message after listening to a message left by the PACER IVR phone system. This message recording feature greatly improves the productivity of your call center agents while adding flexibility to your calling campaigns.
CTI Software and Remote Applications
Remote agent support is an integral part of our Computer Telephony (CTI) Softphone and API library, allowing application programmers to embed telephony and call features in existing PC, Linux/Unix, or Web applications. Computer telephony functions can now be a standard feature within any existing telework application that requires a phone interface. Our CTI telecommuting software features include remote agent phone login and access.
You can obtain more information about our CTI telecommuter product by visiting our CTI Software web page.
Telecommuting Call Center Savings and Benefits
- Less office space and resource requirement
- More productive and efficient telecommuter workforce
[reduce wasted travel time]
- Increased energy conservation
- More motivated and content work at home employees
- Broader telework force recruiting base
- Increased worker retention
- Remote office interoperability
- Less impact from weather conditions
- Reduced telecommuter sick leave
- Easier peak business workforce management
- Decreased environmental impact
[no commute means zero vehicle emissions]
Telecommuting Product Information
Contact DSC to learn more about our telecommuting software and work at home program.
For further information, see the Remote Agent Product Page.