One of the reasons that call centres have shifted their operations overseas is because of the difficulty of retaining staff, especially part time staff. Travelling across a city to a call centre for 3 or 4 hours work at peak call times is simply often not viable for employees. Now Inclarity, a leader in the hosted VoIP market, claims to have ...
One of the reasons that call centres have shifted their operations overseas is because of the difficulty of retaining staff, especially part time staff.
Travelling across a city to a call centre for 3 or 4 hours work at peak call times is simply often not viable for employees.
Now Inclarity, a leader in the hosted VoIP market, claims to have the solution to call centre staff problems by enabling them to work from home.
Surveys reveal that nearly half of all companies now allow for staff working from home, and that trend is definitely set to rise over the next few years.
A big advantage for companies is not having to support a large building and other financially draining problems associated with running a big office full of people.
The big advantage for staff is that they can often spend the time they would have used in unpaid travelling, in paid work.
There are also advantages for many other groups such as the disabled who may only be able to work from home, and there are situations that could be avoided that cause staff shortages for companies and loss of income for employees.
For example a working mum finds her child is sick, nothing serious but the child can’t go to school, which means she has to take three days off work to look after the child.
By working from home she can settle the child to sleep on the sofa and get back to work.
The problem for call centres is that they have no way of monitoring their employees’ work if they allow them to work from home.
But Inclarity claims that their new Virtual Call Centre is the answer to those problems.
The Virtual Call Centre acts as if the employee were in the office. A supervisor can watch all the call statistics in real time to be sure that the employee is working.
They can listen in on calls for quality assurance, and can speak directly to the employee to offer advice and assistance. Basically it’s just as if the staff are in the office.
This seems like a win-win situation for both company and employee, offering both what they need in terms of flexibility.
From : http://www.voip-news.co.uk/2008/10/20/call-centre%e2%80%99s-move-into-the-home/
Tuesday, October 21, 2008
