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Article : Do Home Agents Really Work?

It has been several years since the initial push for remote agents started, and even though the technology has much improved and the advantages are numerous, there is still debate among many companies whether the at-home agent is the wave of the future. The question was posed to some industry professionals, and these are their answers…

Alex Demczak
GM
MUG Enterprise
United States

"some times to give a 60% chance of success all calls MUST be recorded, else the risk is too high"

About MUG Enterprise

MUG Enterprise: Managing the Space Between You and Your Customers When it comes to selecting call center consultants what should you choose? One with system and product experience? Operational and... (read more)

Ken Persson
Cofounder
Sweden

"I strongly believe in Home Based agent, so much I started a company recently focusing on delivering Homesourcing solutions to the Swedish market. The good is: lower cost, larger base for recruitment, environment friendly, technology is available to support remote management of the workforce. The bad is that you can't convert in-house agents to home based agents as most agents will not fit for the job."

Chiaki Hishinuma
Professor Emeritus
Japan

"The Good: for outbound work and countable works with low security such as list leaning and order taking, etc. The Bad: for work which requires high security."

About ContactCenterWorld:
# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 230,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com

Read today's tip or listen to it on podcast.

Published: Thursday, September 17, 2009

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2024 Buyers Guide
Get Listed
IVR

1.)

Premium Listing

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.)	eGain Corporation eGain SmartIVR eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

3.)

Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)