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Article : The Out-of-the-Box Alternative

Looking for a location for your new contact center?
Now that the model has been proven, maybe it is time for you to start "thinking outside of the box" and consider using home-based agents. Many managers are now dispensing with traditional bricks and mortar contact centers and focusing on the higher value and better results this new innovation is producing.

The advantages of working with home-based agents are numerous. The agents are better educated, more mature and more loyal. Because there is no commute, scheduling becomes more flexible. These advantages all point to lower turnover rates and higher productivity.

Do you have seasonal scalability challenges? Virtual agents love to work part time, quickly adapt to your needs, and then move on to another program. When it comes to providing clients with specially profiled agents, the home-based model is second to none.


Reg Foster
Chairman and CEO
Alpine Access

Home-based agents represent the next paradigm shift in contact centers today because they draw from a new, untapped army of potential recruits. Agents can be scheduled in 15 minute increments at the times that are most convenient to them. Stay-at-home moms can now put in hours around their busy schedules. The physically disabled can work from home to deliver the best service your customers have ever experienced. And other intelligent and thoughtful people – those who otherwise cannot commute to a traditional contact center – can now work out of their homes as the highest quality customer service representatives you've ever encountered.


About Reg Foster:
Reg Foster is Chairman and CEO of Alpine Access and is responsible for ensuring the execution of the business strategy to realize double digital revenue growth. Foster brings to this role a 25-year management career which began with American Management Systems, where he served as Vice President and General Manager of the Telecommunications Industry Group, Chief E-Commerce Officer and acting Chief Technology Officer. In 2001 & 2002, Foster served as President of the Global Telecommunications Group for Unisys Corporation where he managed systems integration, consulting and outsourcing business with clients in 40 countries. He also served non-executive Chairman of Eescape, a joint venture between Unisys and British Telecom

About Alpine Access:
Alpine Access has revolutionized the way companies manage relationships with their customers. Alpine Access provides inbound call center outsourcing services, employing home-based customer service agents working entirely over the internet. Alpine Access broke the mold when it started its home-based "virtual" call center operations in 1998. Instead of the traditional "bricks-and-mortar" formula — building centers in low-wage locations and requiring agents to commute to work--we created an entirely new way of accessing an untapped pool of highly motivated, well-educated people…in their homes! Alpine Access created and developed the Web Center, using the Internet to "e-link" our geographically disperse agents with our clients and their customers. Since launching our new service, Alpine Access has handled millions of inbound sales and customer service calls for its clients by deploying thousands of agents, all of whom work from the quiet and comfort of their home offices

Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Thursday, August 19, 2004

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