Work-at-Home Agents

Make Homeworking a Reality with CallScripter SaaS

• Approximately 12.5% of the population are currently classed as ‘homeworkers’ and it’s easy to see why

Offering all the features and functionality of the premised based scripting software, CallScripter Hosted can be utilized from any location, at any time.

• Higher productivity from staff; including the ability to work uninterrupted especially on ‘project work’
• Able to offer a better work/life balance for agents; by allowing staff to work around domestic arrangements with the option for flexible hours
• Creates a positive image for your company; one of a dynamic and flexible organization
• Environment benefits; reducing your organization’s carbon footprint and fuel emissions
• Reduced overheads; meaning that office space and facilities will go further

CallScripter’s true thin client, browser-based application is ideally placed to take advantage of the readily accessible broadband and VOIP technology currently available, helping you to seamlessly integrate each and every single homeworker.

Homeworking Case Study - Salisbury Virtual Contact Centre

Salisbury VCC does exactly that. It is a network of agents, offering contact centre solutions to clients, but all the agents are based within their own homes.

Managing Director, Bob Travers, has over 20 years experience working in successful corporate contact centers, and he was determined to break the mold when he set up his own business in 1996.

By offering virtual contact center services to its clients, Salisbury VCC has agents providing both inbound and outbound campaigns, from the comfort of their homes. The ethos behind this business was not just about saving on the overheads and infrastructure costs associated with a traditional contract center, but to utilize homeworkers to their full capabilities.

Homeworkers provide the unique ability to match the agents to each individual client’s requirements or demographics. For example, should a client require particular language skills, it is very straightforward to efficiently recruit and set up agents to work from home who can converse in that particular language. Having identified the niche in the market for a virtual contact center, Salisbury VCC needed to ensure that the correct systems and software were in place for the company to succeed.

Solution

Salisbury VCC provide each agent with a broadband connection, PC and hard phone. Once installed into their homes, the agents simply log on to Salisbury VCC’s dedicated CallScripter hosted service, via Internet Explorer. They can then work on whichever campaigns they are assigned to, regardless of whether they are inbound or outbound. Thanks to the extensive range of management modules within CallScripter, team leaders and managers can monitor agent performance in real-time or historical view. All the data collected by the agents is stored centrally on the CallScripter server as opposed to the agent PC’s, thus ensuring the same high levels of data security as a traditional contact center.

Results

Commenting on the successful implementation of the CallScripter solution, Bob Travers says: “Working in close partnership with CallScripter has enabled us to guarantee that we provide an outstanding level of service to our clients. In addition to this we can also ensure that our homeworkers have all the tools and information they require at the touch of a button. Salisbury VCC have aggressive growth plans for the near future and the ease of implementation and simplicity of CallScripter will allow us to facilitate the rapid expansion that is predicted of our agent base”.