DSC Tech Library
This section of our technical library presents information and documentation relating to Call Center technology and Best Practices plus software and products.
Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments.
The following article relates to call center technology or customer service best practices and techniques.
Survey Suggests That Allowing Agents To Work From Home Is A Successful Strategy For Call Centers
BOULDER, CO, January 29, 2002 - When CallCenterCareers.com surveyed 504 call center professionals to determine their call center's experience with allowing agents to work from home, 30.4 % voted that their call center allows agents to work from home and it has been a successful experience. Only 7.1% voted that allowing agents to work from home was unsuccessful.
9.1 % voted that their call center was going to try allowing agents to work at home within the next year. 53.4% voted that their call center would not consider allowing agents to work from home.
"While the potential benefits of telecommuting have always been compelling, many initiatives launched in the early to mid 1990s did not get much beyond the trial stage," according to Brad Cleveland, President of Incoming Calls Management Institute (ICMI). "In recent years, the success rate has been much higher, which can be attributed to better planning before launch, more disciplined pilot studies, robust security capabilities, lower network costs and more 'how to' information. This is an area that deserves consideration."