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Time for a Virtual Call Center Back Up?
It seems to me the larger issue at stake here is how to stop burning money on nonproductive agents by gradually squeezing out the in-house agents that aren't pulling their weight.
One way to do that is to switch over to a pay for performance structure. If agents don't want to come to work fine! They can telecommute. The difference is, the company will only pay stay at home workers for active talk time on a per minute basis. These agents operate as independent contractors. No salary. No Insurance. No equipment. No work station.
Agents provide their own phone and high speed Internet connection. Let them work 24/7 anytime they want over a secure Virtual Private Network. That way they can skip the excuses and get paid strictly for performance or you can replace them with a Virtual Call Center team for 25% of their salary and benefits.
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Andrew Ellenberg is Chief Executive Officer of Project 518 Inc. a leading business development agency dedicated to growing great ventures through the integration of strategy, marketing and technology. To explore synergies and share ideas, feel free to call him at 212 966 4138.
Last edited by project518ceo; 03-14-2002 at 02:39 AM..
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