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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.


Customer Service Adds HomeShoring

UPI

Traditional call centers cost about US$31 per employee hour to operate while home-based agents cost about $21, International Data Corp. said. While the home-shoring cost still exceeds the $12 per hour per employee for an overseas call center, it does overcome language and culture issues.


A growing U.S. business tactic -- using outsourced, home-based customer service representatives -- is winning praise for its efficiency and effectiveness.

The so-called home-sourcing or home-shoring approach will be used by 10 percent of customer telephone contact centers by 2006, Gartner Research said.

Lower Costs

Businesses that have switched to or added home-shoring to their domestic and international call-center mix report lower costs, less turnover and greater customer satisfaction , the Chicago Tribune reported Monday.

Home-sourcing proponents said home-based agents tend to be better educated and more mature than typical call-center workers.

Overcoming Language Challenges

Traditional call centers cost about US$31 per employee hour to operate while home-based agents cost about $21, International Data Corp. said.

While the home-shoring cost still exceeds the $12 per hour per employee for an overseas call center , it does overcome the language and culture issues Americans face in talking with someone at an overseas call center.

2005 UPI. All rights reserved.



Virtual Call Center Phone System

remote agents in action work from home 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.

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CRM Applications for Work At 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.

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.