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Remote Agents now includes full support for both inbound and outbound home-based call center agents. Utilizing the latest advancements in VoIP (Voice over Internet Protocol) and SIP (Session Initiation Protocol), remote agents can be launched from anywhere in the world.
Most call centers face the ongoing problem of agent turnover and not having a qualified pool of talented agents available. Helps alleviate these problems enabling our customers to hire talented semi-retirees, home-bound, long-distance individuals as well as those that simply prefer to work from home versus a call center environment.
The home based call center agent appears as a seamless member of the entire call center agent pool and can be monitored, adjusted and activated exactly like your in-house agents. There are several security measures in place to ensure that home based call center agents only have access and permissions to the specified campaigns and designated times that you’ve assigned them to.
There are several different options available to customers for managing remote agents. The simplest and most cost effective solution utilizes the soft-phone at the home agent location. All that is required at the home location is a broadband internet connection and USB-headset that connects to the PC’s soundcard. Additional solutions are also available utilizing hardware-based SIP phones and/or utilizing standard analog phones with a VoIP gateway.
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