Archive for August, 2010

Five Advantages of Network-Based Contact Centers

When people ask me, what’s the biggest advantage of network-based contact centers, my answer is always independence because an independent call center is always more flexible. Here are the five major advantages of network-based contact centers in terms of independence.


1. Flexibility saves call centers considerable expenses they would have with a premise-based solution. First, a network-based contact center doesn’t need any premises equipment; internet access and a headset are all the call center agent needs. The effECTive® Network-Based Contact Center is purely HTML-based and runs on every browser.


2. You have completely new call center workplaces. Both agents and managers can sit virtually anywhere around the globe and access their contact center workplace. Especially for agents working from home, the browser-based solution provides ultimate flexibility. They can log on to the call center at any time, no matter what else they have to do.


3. The same works for managers; their workplace is also as accessible from any place. At the same time all manager functions are available on the browser. They can tune in to any agent’s phone conversation, or “whisper” to an agent if they need help. Using the monitoring function they keep track of everything the agents are doing.


4. There is also a monetary advantage: A contact center that doesn’t use premises equipment does not have to pay costly rental fees for the system; nor do they have to pay for power consumption, facility management and all other costs that are directly related to the premises equipment.


5. Network-based flexibility also means flexible opening times. Close of business in one time zone may mean that the call center in another country takes over at the start of their day. Thanks to the intelligent Automatic Call Distribution (ACD) calls can be routed to the center or the agent that currently has active business hours.