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TRAINING IN CONTACT CENTERS

Article : What Are The Advantages of Having Remote Workers?

The advantages of remote workers are outnumbering the disadvantages, and more companies are looking at it as a true cost-saving alternative. But saving money isn't the only thing attracting companies - find out the many positive points about remote workers from other industry professionals.

Dean LaGrow
Call Center - Manager
Phlanges Design
United States

"Currently I am in search for a new role as a leader in a call center environment. In previous roles I have had remote workers. The advantage is cost savings on office space, and being able to tap talent that is not local. You can only find so much talent locally."

 
Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"It allows companies the ability to offer flexible working opportunities to staff. It also allows companies the ability to offer a nationwide service, by being able to employ people from all over the country."

 
Pamela Smith
EVP, Marketing
Teleperformance United States
United States

"Flexibility, lower cost, differentiated skills"
About Teleperformance United States

Teleperformance is a global provider of customer experience management and global technology solutions through the implementation of RPA, AI and BOTS. We have nearly 80% of the Fortune 1000 companies... (read more)
 
Ring2 Dashboards & Wallboards Free Trial
Russ Kulow
Sales Director
AT&T
United States

"Employing remote wworkers allows companies to employ a wider variety of people who, either by virtue of a disability or an inability to work in a brick and morter environment, might not normally be available to them. These same conditions can act in reverse as benefits to potential SOHO workers"
About AT&T

Recognized as a worldwide provider of IP-based communications services to businesses, AT&T is also a provider of wireless, high speed Internet access, Wi-Fi, local and long distance voice, and directo... (read more)
 
Gene Schaedel
Call Center Management Consultant
United States

"More flexibility in agent scheduling; Home workers can work short shifts when needed.
Increased candidate pool of workers to choose from.
Real Estate costs are lower."

 
Mike Boyle
Consultant
Independent
United Kingdom

"In the contact centre environment, the key advantage is increasing the flexibility of the workforce to match unexpected/'peaky' changes in call demand. In general, remote working removes the hassle of travelling and workers will often use this time for more productive work."

 
Malick Mohamed
Center Manager
Ikas Technologies
India

"Cost lesser than Onsite Full Time Employees this results in overall cost reduction in products and services, Availability of remote workers around the globe at various timings, Manageability to suit requirement."

 
Natalie Romano
Managing Director
Avaya
United States

"1. Flexibility in scheduling and reduced number of incidents of employees calling in "sick, etc."
2. Increased Employee Satisfaction leading to more productive and motivated workforce.
3. When hiring new employees, you have a larger pool of candidates that meet or exceed the required qualifications.
4. Business Continuity Planning and/or Disaster Recovery plans relative to a contact center can also be a plus. This applies to multiple scenarios not just events (including i.e. In the event of a weather related event impacting the ability for employees to travel to the office)
5. Cuts contact center operating costs while improving customer service
6. Real-Estate savings
7. Reduce employee turnover rates
8. Improved agent productivity"
About Avaya

Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an... (read more)
 
Mow Chung
Head of Business Consulting - Business Solutions Group: New York Metro
BT
United States

"being able to balance work and family obligations, schedule flexibility, reduce travel costs"
About BT

BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all... (read more)
 
Barb Courneya
Director
ConvergeOne
United States

"Broadens the labor pool, allows good workers who move too far away to commute to continue with company, reduces turnover, disaster recovery, good for environment, often see higher productivity"
About ConvergeOne

ConvergeOne is one of the leading business communications specialists. With skills in Cisco based infrastructure, including security and wireless, collaboration, datacentre, virtualisation and storage... (read more)
 
Angie Tay
Country Director
TDCX
Singapore

"Advantages include :
1. No workstations required in office
2. Flexible working hours
3. Ability to attract home makers and students to work at their own leisure time
4. For Telemarketing projects, you can reward the workers based on commission instead of work hours"
About TDCX

TeleDirect is only as successful as the agents we assign to our client accounts. We provide exceptional customer service and support for you and your customers by giving you the option of how, when an... (read more)
 
Ken Karchinski
Director Call Center Sales
Aer Lingus
United States

"The advantages for remote workers are reduction of office space, easy back-up for unplanned
spikes in the call volume and ability to handle calls during bad weather."
About Aer Lingus

Aer Lingus Group Plc is the national flag carrier of Ireland. It operates a fleet of mostly Airbus aircraft serving Europe, North Africa, Turkey and the USA.
 
Sipho Zungu
CEO
BPESA
South Africa

"Ability to take advantage of available capacity with the need of a dedicated office
Flexibility for both the employer and the employee (worker) in terms of time, location, etc"
About BPESA

BPESA operates both as a specialist investment promotion agency for business process outsourcing (including contact centres) and as a national trade association and networking body for the industry. ... (read more)
 
Richard Melling
Director
Wavenet
United Kingdom

"cost reduction in providing office seat, hardware and software etc. Most applicants have good experience, PC, phone and good broadband from home location at no cost."
About Wavenet

UK Data IT Ltd provides services to help companies who make outbound calls for sales, marketing, debt recovery, canvassing of opinion, charitable donations and market research.
 
Richard Walters
Director
Commendium Ltd
United Kingdom

"staff well being"
About Commendium Ltd

Commendium Ltd offers eCommerce, blending marketing, telecommunications and customer services.
 
Diane Peirce
Call Center Director
Numeris
Canada

"scheduling, less space required,"

 
Babumohanan Kv
ceo
Phykon
India

"There are several. 1.) You may get the best talents or good experienced guys. 2.) They may be able to finish the task when you sleeping or in your off time. 3.) You may be able to cut the cost."

 
Steve Mosser
CEO
Sensée
United Kingdom

"First and foremost, staffing flexibility which equates to increased productivity and lower costs. Secondly increased quality as better choice of staff and increased loyalty."
About Sensée

Sensée helps UK organisations to improve their business performance and provide customer service. Our team of service advisors (as well as our support and management staff) are employed and work entir... (read more)
 
Dennis Cooper
Product Manager/Director
TELUS International
Canada

"- Availability of additonal resources in call storm
- Increased DR capability
- Incrased work life balance and employee job satisfaction"
About TELUS International

TELUS International - a global contact center outsourcing, BPO and ITO company with delivery centers around the world, including in Canada, the United States, Central America, Europe and Asia. TELUS I... (read more)
 
Jacob Murray-White
General Manager
IVE Group Limited
Australia

"Higher Quality
Increased Flexibility
Lower Cost
Improved work like balance"

 
Mary Naylor
CEO
VIPdesk Connect
United States

"First, it is possible to work with the "best of the best" in the industry, regardless of their physical location. Second, as a company grows and adds staff, it is possible to elimiate the headache of adding onto your current physical location, adding another, or moving entirely."
About VIPdesk Connect

VIPdesk Connect, a U.S. based provider of outsourced home-based customer care services, utilizes a home-based team of Brand Ambassadors (BAs) located across 23 States. VIPdesk Connect hires awesome pe... (read more)
 
Gina Minas
Manager, Health Resources
Northwestern Memorial Hosptial
United States

"Increase productivity, decrease absentism, increase employee satisfaction."

 
Jacqueline Forsythe
Triage Nurse Manger
Detroit Medical Center
United States

"Rare if any one calls in sick"
About Detroit Medical Center

The Detroit Medical Center is a Detroit-based non-profit corporation that owns and operates nine general and specialty hospitals in southeast Michigan.
 
Martin Catchpole
Operations Director
Call Catcherz Ltd
United Kingdom

"Overheads Cost, Green Benefits, Retention of good staff , increase in the Geographics of where you can find talent so you can widen your horizons immensely. Commitment to duty."

 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - A Nice Treat

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

Published: Thursday, October 22, 2009

Printer Friendly Version Printer friendly version

2020 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300
 
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