Homeshore Agents - Homeshoring
Link Home Workers into a Virtual Call Centre
Where agents are located offsite, working from home, it is termed Homeshoring.
Homeshoring reduces costs and increases efficiency by eliminating the commute to work and reducing the call centre space needed to house agents.
It also increases the pool of available workers as they can be located anywhere, plus agents with mobility challenges, new parents and older people can more easily be employed.
Environmental Benefit
Eliminating the commute to work for homeshore agents creates a reduction in a call centre's carbon footprint. With carbon trading becoming a reality in a world affected by climate change, a reduction in carbon footprint produces a financial as well as an environmental benefit.
As an example, the AA have been trialing homeshoring and have estimated that employees are saving 90,000 litres of fuel per year by working from home.
Agent Satisfaction
Surveys have demonstrated that staff efficiency is improved and absenteeism reduced when home working.
For example, homeshoring BT employees have demonstrated an average productivity increase of 20 per cent over office-based staff.
Virtual Call Centre
A virtual call centre can efficiently connect remote agents into a unified and efficient contact centre. Agents can take calls and communicate internally as if they were located in the same call centre.
PhonePresence Virtual Call Centre provides sophisticated call handling and call management ensuring calls are distributed according to predetermined parameters such as skill set. Calls are delivered reliably and professionally with callers being kept informed at all times.
Screen popping provides remote agents with caller information on a PC screen as the call is transferred. Call queueing, call recording and skills based routing ensure the homeshore agents function as an effective call centre.
VoIP Integration
Call costs can further reduced by integration with VoIP calls. VoIP calls are made via a broadband connection to the internet and now approach the quality of a PSTN call. Internal calls are usually free.
PhonePresence VoIP uses a Tier 1 VoIP route ensuring calls are of the highest quality but should quality be affected by internet issues, calls are switched to the PSTN network.
Homeshore Agent Benefits
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Agents don't need office space |
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No call centre hardware to purchase and maintain |
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Only the number of phone lines actually being used are chargeable |
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Reduced carbon footprint |
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Recruit agents from a wide pool |
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Easy to add more agents |
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Flexible work environment |
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Improve staff satisfaction and efficiency |
PhonePresence Virtual Call Centre Features
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Link homeshore agents into a virtual call centre |
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Comprehensive call centre features |
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VoIP integration with PSTN backup |
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Multi site resilience |
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Capacity for any size call centre |
