Building on GemaTech’s core
philosophy of “work is a thing you do, not
necessarily a place to go” why do companies,
looking to enhance their business operations by establishing
a call centre, continue to incur the significant
expense of setting up a traditional model when, with
technology available to day, they could recruit from
a national, or even global work force where call
centre Agents can live and work where they want to
live and work – as seamlessly as though they
were working in a conventional call centre.
A Call Centre’s constituents parts comprise
a call centre Agent, sitting on a chair, at a desk,
with a telephone (or headset) and a PC with access
to a live database. So why does that mean that any
number of these call centre Agents have to sit closely
together to work in a very expensive building, paying
(high?) rent and rates, service charges including
light and heat, security staff etc. on a 24/7 basis
and also expecting call centre Agents to commute
to their place of work, often to work un-social hours,
for modest pay scales.
Surely what is needed, in this modern age of two
working parents, who are striving for a better
home life by creating a more stable work / life
balance, is the ability for one parent to be able
to work remotely from home, or at the very least,
closer to home, which is what can be facilitated
so easily by adopting, what has become known as
a truly “virtual call centre”. A call
centre which does not actually exist because most,
if not all, call centre Agents work remotely, away
from a formal working environment, within the home
i.e an office created in the home or in an easily
erected purpose built office erected in the garden.
Modern technology can already facilitate high speed
access to centralised data systems enabling Agents
to have live connectivity to centralised databases
and Automatic Call Distribution telephone switches
have the ability to intelligently distribute incoming
calls to remote workers - with some systems also
able to provide, real time, remote monitoring and
management capabilities with the added ability
to be able remotely make changes to call routing
plans as call volumes change.
This more flexible way of working also enables call
centre Agents to work unsocial hours from their own
home, or closer to home from a smaller “call
centre” comprising 2,3,4,5 Agents where individuals
don’t like working on their own all day every
day. This flexible way of working allows call centre
operators to close conventional call centres over
night, thereby saving operating costs allowing some
of their Agents to answer the reduced number of calls
from their home work station
GemaTech’s Remote Service Manager (RSM) facilitates
the operation of virtual call centre technology including
full skills based routing, where anybody can work
intelligently from anywhere without the need for
expensive conventional call centre ACD switches. |
