Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Industry Research : Work-from-Home Gains Ground as Call Centres Run Pilots

#contactcenterworld

Over the last two decades, call centres typically meant large buildings full of young employees on headsets taking hundreds of calls.

That model may be changing though.

People are now taking calls from home, in what promises to be an Uber-like disruption in customer service.

Global business process outsourcing (BPO) companies have begun pilot work-from-home projects with Indian e-commerce and health-tech startups. This will enable them to provide services that are cheaper and one that can be dialled-up or down based on demand.

To be sure, BPO companies have long had work-at-home-agents, a group the industry calls WAHA. Several clients, however, agreed that only key employees could have that option. This was for business contingency planning or to mitigate costs in delivery locations such as the United States.

However, with a near shutdown of large parts of China due to the spread of the Covid-19 virus, the work-at-home call centre model is likely to spread, industry executives said.

"Work-at-home has been available, but its uptake by clients was not there. Now, in China, with the coronavirus, we have 2,000 agents working from home," Bhupender Singh, President of Group Transformation at BPO provider Teleperformance, told ET. "It is an unfortunate thing, but the side-effect is that clients are now open to this."

The company has about 1,400 agents working from home in the United States, he said. Teleperformance has over 330,000 employees globally.

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

The work-from-home movement is coming to India as well despite challenges over the need for designated workspaces in an agent’s home, landline networks and connectivity.

"At Startek India, we also provide WAHA for a health-tech company, as it gets more scale (when required), which means that the number of WAHA product specialists can be adjusted to the demand for seasonal labour," said Rajiv Ahuja, Global Chief Operating Officer at Startek.

Teleperformance is also piloting the work-from-home model with two Indian companies, one of which is in the ecommerce space, Singh said. "Around sales, there is a need to have more agents, but it does not make sense to invest in capacity that won’t get used after that period ends. Work-from-home agents help in dealing with the capacity needs."

The model is also cheaper, a significant plus for clients and call centre operators in India. Work-from-home not only removes physical centres from the matrix, but also transportation costs that are typically borne by companies.

But there processes that companies need to put in place before they can move to work-from-home model.

"It requires a combination of Hub and Spoke business management model, robust centralised workforce management, technological capabilities (virtual desktops) and security and compliance controls," Startek’s Ahuja said. He added that the company had a virtual desktop integrator platform, which takes control of the machine until the agent logs off the platform, limiting the incidence of information fraud and the potential to compromise data security.

Experts tracking the space say the model is helping clients get better quality talent on projects and helping curb attrition.

"Typically, you get older workers or householders that are interested. We have seen this in the developed markets in the US and Europe, but we are also seeing it in delivery markets such as the Philippines, China and India," Peter Ryan, Principal at Ryan Strategic Advisory, told ET.

Teleperformance has shut some centres to move to a work-from-home model. Other providers such as Sitel and Sykes are also increasing work-from-home agents.

Singh of Teleperformance said the shift would also help employ more women, particularly in India.

"If this expands, we can see it helping with women’s employment in India. You could have housewives who work from home for a few hours a day. The model is flexible," he added.

The Indian government is looking at incentives to help BPO companies generate work-from-home jobs, ET has reported previously.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://economictimes.indiatimes.com


About STARTEK:
Company LogoStarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order management and provisioning, customer care, technical support, receivables management, and more. We offer clients a variety of multi-channel customer interaction capabilities including voice, chat, email, IVR and back-office support. Headquartered in Denver, Colorado, StarTek has delivery centers onshore, near shore, offshore and virtually through its StarTek@Home workforce.
  Company Blog   Company RSS Feed   Company Facebook   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Voice Mail

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

Published: Monday, March 9, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 17th Annual Best Practices and Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies! Read More...
 5612 
Showing 1 - 1 of 5 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =