Expanding your pool of talented personnel
Improving call center performance while maintaining/reducing costs is an almost universal goal. At Convergys, we've developed an effective solution that supplements the brick-and-mortar call center agents with the advantages of agents working from home.
How It Works
Today's advanced technologies allow home-based agents to be as closely integrated and monitored as agents sitting in a contact center. With rigorous controls, security features and reporting capabilities, Home-based Agents can maintain your company's standards, while being completely indistinguishable to the caller.
Advantages of Home-based Agents
The expanded labor pool available and the flexibility telecommuting allows us provides for better qualified agents that result in:
- Decreased absenteeism and attrition
- Deep customer insights
- Increased ability to staff undesirable time slots and manage unforeseen call spikes
- Enhanced disaster recovery capabilities.
Benefits to You
These advantages typically extend to you with:
- Improved quality and customer service
- Shorter wait and handle times
- Enhanced business continuity
- Increased operational performance.
Our Deployment Options
Home-based agents can be deployed in either of two methods:
Interested in increasing the flexibility and performance of your call center efforts? Contact us today.