Home working - Virtual Call Centres
Ultra’s network technology combines high-speed digital telephone networks and sophisticated software, and switching technology, which underlies our modern computer telephony integration (CTI) – this means that both inbound and outbound calls can now be routed seamlessly by Ultra to any point, anywhere.
The Ultra virtual call centre, as this development is known, opens up many opportunities for flexible management of variable workloads including facilitating the transfer of work to other offices, time-zones, outsourcing to many centres or even the use of home workers.
Using the Ultra network technology, remote working agents, whether home workers or in another site, can in effect be managed exactly as if they are physically together in one contact centre.
Our Network solutions enable home working or remote working office staff to operate as if they are in your office. Key benefit is the access to skilled staff otherwise unavailable due to location. Allows access to individual, high-quality agents working from their preferred location or country for longer hours without the need for them commuting or due to their lifestyle limitations.
Advantages
- Virtual call centre solution gives enhanced ability to provide full staff cover during peak times
- Access to possible lost resource/skilled employees through office move or family lifestyle change, only able to work via home working
- Access to other employment demographics and employment areas by utilisation of home workers and remote agents
- Suite Network CTI telephony solutions available in order to allow use of home working agents for Outbound or Inbound campaigns
Features
- Real time, remote monitoring to show all agents and their states, wherever they are based
- Centralised messaging facility to contact remote working agents direct to keep them advised & to build relationships
- Managers' visual wall board tools allow complete remote monitoring of these agents at any time.
- Scalable solution up & down to suit specific campaigns to meet business demand
- Both inbound and outbound calling available with all calls recorded for ongoing training.
- Full performance MI reporting available – to show up to the minute results
Benefits to Agents
- Flexible work pattern with the ability to work around lifestyle needs
- Performance and activity is automatically recorded
- Improved working conditions
- Very positive reactions and loyal attitude comes from home working staff
- Equal opportunities - flexible work options for carers and people with disabilities
Business Benefits
- Virtual call centre give the potential for a variety of cost savings - reduce staffing overhead expense
- Overcomes problems of staff recruitment and retention difficulties experienced in certain local areas.
- Improved staff retention
- Improvements in productivity and work quality
- Provides new home working group for employment
- Increase overall capacity without increasing office size
- Provide real time access to information 24/7/365
- Enhanced organisational ability to respond flexibly to change
Further information
See our White Papers & Articles page for the article Top 10 Outsourcing Oversights: To help companies benefit from outsourcing, Trestle Group is providing a look into the top 10 oversights companies frequently incur.