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News : transcosmos Begins Support Desk Service Operations for Home-based CC in Full Scale

#contactcenterworld, @transcosmos_pr

Tokyo, Japan, July 5, 2021 -- transcosmos inc. hereby announces that the company will begin full-scale operations of support desk services for home-based contact centers (CC) in June 2021, with the aim of further spreading the home-based CC service model. Given that the home-based CC model continues to show high business continuity capabilities under the prolonged COVID-19 crisis, transcosmos powerfully encourages businesses to make it a regular business model with high-level solutions that will solve the four challenges of the home-based CC model.

In light of bringing more diverse workstyle options, transcosmos has been driving the shift to home-based CC. Now that the COVID-19 pandemic has pushed the move all at once as an increasing number of businesses adapt the home-based model as one of their BCP measures so that they can continue their business operations under the current circumstances. In addition, recently, there is a noticeable rise in client needs for "making home-based CC a regular business model" by designing operational processes specifically for the home-based model, not as a BCP measure. This growing demand is backed by advantages that come with the model such as enabling businesses to have strong capabilities for business continuity, offering their employees work style options that meet the trends of the times, and having cost advantages.

There are four challenges in making contact centers home-based, namely, "security," "call quality," "productivity," and home-agents' "sense of loneliness." In order to offer home-based CC services, it is essential to ensure "security" in the home-environment, maintain "call quality" and "productivity," and help agents cope with the "sense of loneliness" when working alone. To make it happen, it is critical to make a coordinated effort built on strong collective capabilities to treat each individual agent with care and communicate with them whilst keeping an eye on any warning sign of risks and troubles, and offering assistance immediately as needed, not to mention implementing necessary IT and digital solutions.

Support desk services specifically designed for home-based CC drive the move to full home-based CC

With the aim of solving the four challenges with higher functionality powered by its capabilities mentioned above, transcosmos will open and begin operating support desk services for home-based CC in full-scale in June by consolidating its support desk functions that have been spread across its contact centers. By making the support desk for home-based CC, transcosmos's team with a consolidated know-how of solving issues monitors "security" and related risks and resolves troubles such as "call quality" that have been causing both operational and mental strains both on supervisors and agents, thereby enabling them to focus on their "productivity." What's more, as a result of reduced work and mental burden, supervisors and agents can closely communicate with each other, thereby alleviating the home-agents' "sense of loneliness." All in all, the support desk services support making the home-based CC a regular model.

#contactcenterworld, @transcosmos_pr

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com


About Transcosmos, Inc.:
Company LogoMaintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of transcosmos' 40 years of experience in various industries and business models, we can contribute to your company by promoting rapid automation and cost reductions. Further, by adding features such as outbound calling that expands sales, we aim for major positive innovations for your marketing strategy.
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Today's Tip of the Day - Telephone Numbers

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

Published: Wednesday, July 7, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide 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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
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.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
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)
 

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