GemaTech Virtual Call center.
GemaTech’s RSM is an exchange based remote ACD, incorporating full skills based routing and comprehensive MI call statistics, enabling call center Agents to work from anywhere.
With a growing number of companies, who rely on major in-house call center operations, beginning to realise that outsourcing, at least their customer facing call center operations may not be the panacea that they first thought….what is the alternative?
There is no doubt that an increasing number of countries are following the example of India, and South Africa and promoting themselves as havens for the outsourcing of call center operations in order to reduce the operating costs of existing call centers in the western world. However, more and more consumers are rebelling against this trend citing cultural differences, language barriers, and the failure of the Agent to fully understand the nature of the problem being reported.
Equally, there remains a shortage of skilled labour in many western countries, given the continued growth in their economies - especially in the UK - which is helping to maintain high labour costs, which are, in turn, generating higher building maintenance costs, security costs, etc as well as high utility costs – not to mention salaries paid to competent call center Agents.
The alternative is therefore to facilitate the operation of a call center…without creating the overheads of a conventional call center….and by recruiting highly skilled call center Agents who could so easily work in a call center but cannot travel to work in a call center, A Virtual Call center. The mothers of young children, single parents, the disabled, the more mature members of society who also need to care for their infirm or elderly relatives. All could quite easily work from home, or at least possibly closer to home fulfilling a role as an experience call center Agent.
After all what is a call center other than a properly trained person, sitting at a desk in front of a PC with a live data connection and a telephone or head set in their ear – who is able to answer the questions of an ever demanding public.
Systems
