Home-Based Agents

There is an increasing level of interest in the use of agents working from home as an alternative to the traditional, facilities-based call centre approach. Home based agent call centres are a viable and practical option due to technology advances enabling a real work from home option for employees looking for a life/work balance while providing organisations with a cost effective alternative to offshoreing call centre work which brings with it its own concerns.

Leveraging Existing Infrastructure

Premier Contact Point’s home based agent solution allows agents to work from home if they have a land line connection and broadband connection. The agent is offered genuine work flexibility and removes completely wasted travel time while organisations dramatically reduce costs (workspace, furniture, equipment) and increase revenues. With Premier Contact Point, your home-based agents are up and running in a matter of hours!

No Software Needed

Premier Contact Point helps you tap into the highly-skilled and fast-growing labour pool of work-at-home agents. Skill and expertise levels can finally trump geographic location in securing the best qualified agents for your call centre. Agents can be based anywhere without installing any special hardware or software. A work-at-home agent simply logs into Premier Contact Point’s web-based application to begin taking customer calls, emails, or chat sessions.

Virtual National Contact Centre

The flexible architecture of Premier Contact Point allows you to integrate your headquarters, remote offices and home-based agents into a virtual call centre. Agents and supervisors can be as productive as if they were all working at the same location. They’ll operate seamlessly as one team and enable you to access talent outside your geography, eliminate overtime costs, and reduce overhead. Premier Contact Point’s robust monitoring and reporting capabilities provide call centre metrics to supervisors and administrators in real-time so you retain complete control over your customer experience. Call recording provides an added level of quality assurance.

Additional benefits of our virtual call centre solutions include achieving business continuity and customer service resiliency in the event of a network outage, natural disaster or some other unforeseen event. In fact, companies that have dispersed operations - such as remote call centres and/or home-based agents spread throughout a region, country or even globally - benefit most from a Premier Contact Point virtual call centre environment.

Integrated WFM

Whether you are working with home-based agents, with multiple centres in different time zones, or even with centres overseas, Premier Contact Point can assist you to manage workloads and agent numbers effectively. Premier Contact Point's simple yet powerful workforce management tools make it easy to understand your own workforce dynamics, enabling you to find gains in productivity as your agents are more productively employed doing the tasks that matter – wherever they are working from.