CRM Buyer Talkback

Re: Home Sweet Call Center
Posted by: Paul Korzeniowski 2008-07-18 13:37:55

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Working from home has become an acceptable option for a wide range of professionals, including salespeople and lawyers. Until recently, this option, dubbed "homeshoring," was unpopular in the call center, although that perception has been changing. "Companies are becoming more comfortable in letting their customer service representatives work from home," stated Stephen Loynd, program manager, contact center services, at market research firm IDC. The change stems from vendors addressing logistical problems found with home workers and managers changing their attitudes.

At Home Agents - Consider the platform
Posted by: BruceDresser 2008-07-29 14:17:56 In reply to: Paul Korzeniowski

Paul, Good article and nice to see Stephen's and Donna's comments. One additional item to note, is that the potential savings of outsourced/at home agents can backfire if these (and all call center agents) are not on the same common technology platform as agents in the main center.
Without the same set of tools, remote (e.g.)agents may not be able to service customers the same as other agents, supervisors may not have visibility into agent queues etc, and customers end up frustrated and/or require a second call. We have a whitepaper on this, happy to share with you "Maximizing the Savings of Call Center Multi-Sourcing While Protecting Service Levels" at www.echopass.com.