Moving contact centre from business district to home? Can it work?
[Johannesburg, 21 June 2011] -
Could you move your contact centre out of the business environment and into the homes of agents? In theory it could work and there are many benefits, but like any other shift from the norm, it takes some courage, perseverance and a willingness to refine the model to make it work. Spescom DataFusion offers some advice and suggests an approach to help test the waters.Says Paul Fick, MD of Spescom DataFusion, a Jasco company: “Moving a contact centre, or part thereof, to the homes of agents is not a challenge technologically – calls can be diverted to an agent in a remote destination as easily as to an agent seated in a call centre, and all the functionality of the call centre applications and telephony platforms, including access to relevant data, can be maintained. What is harder is dealing with a new style of management, and ensuring agents are suited to working in these environments.”Fick suggests looking at a number of potential scenarios, depending on the infrastructure and business needs of the organisation. “It is important to have the right equipment in place to ensure agents can be supported and managed adequately,” he notes. “For example, many organisations make use of a branch infrastructure, with contact centre agents doing different or multiple tasks dispersed geographically in these branches. Standardising equipment and call centre functionality is a critical first step to enable a performance benchmark to be reliably set. Once this is in place, a 'work from home' pilot can be run.”
[Full Story.]
|
|
