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Virtual Call Centers

Telecommuting remote agents 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.

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.

The following is an article relating to telecommuting technology products and services.

Virtual Call Center Benefits

The following is an extract from the article "Benefits of Virtual Call Centers Pile Up" by Kimberly Hill from Contact Center Today:

" Agents working from home tend to be older and more experienced than typical call-center agents. They perform better than agents based in cubicle bullpens, and they are exposed less often to illness and inclement weather, which reduces absenteeism.

As Voice over Internet Protocol (VoIP) telephony gains popularity, so does the concept of the virtual call center . Staffed with agents working from their homes, such call centers were, in the near past, only an idea. Now, companies are using home agents and, in some cases, even building their business models on the idea, according to Forrester Research.

In fact, "homeshoring," as the trend is called, soon will be a bigger movement than off-shoring or near-shoring, Deloitte's head of U.S. CRM practice Nidal Haddad told CRM Daily. The potential savings in infrastructure costs simply are too great to ignore.

Benefits Abound

Saving money on infrastructure is not the only benefit of having customer service agents work from home, found Forrester. Companies also save on operational costs, such as utilities and office equipment. In addition, the salaries paid to home workers typically are 5 to 15 percent lower than those paid to their in-house counterparts.

Although paid less, agents working from home tend to be older and more experienced than typical call-center agents. They perform better than agents based in cubicle bullpens, and they are exposed less often to illness and inclement weather, which reduces absenteeism.

Managing a virtual call center also makes ramping up for growth or seasonal spikes easier to accomplish, and agents' preference for splitting shifts or flexible work hours can be better accommodated....."

To view the entire article, visit

Virtual Call Center Savings and Benefits

  • Less office space and resource requirement
  • More productive and efficient workforce
      [reduce wasted travel time]
  • Increased energy conservation
  • Remote office interoperability
  • Less impact from weather conditions
  • Reduced sick leave
  • Virtual ACD distributes calls to remote agents
  • Remote Office Integration
  • More motivated and content workforce
  • Broader workforce recruiting base
  • Increased worker retention
  • Easier peak business workforce management
  • Decreased environmental impact
      [no commute means zero vehicle emissions]

Product Demonstrations and Information

Database Systems Corp. has prepared full length presentations of its Call Center and remote office products that you can easily download and view. Included are several different demonstrations of application development tools, CRM campaigns, and a presentation on our call center phone system (PACER). This presentation describes PACER's robust features plus a tutorial on predictive dialing. Also included is a presentation on remote agents and web capabilities. Simply click on the graphic image to your left to download and view our Product demonstrations.

Contact DSC to learn more about our virtual call center and telecommuting products.