Using Remote Agents on complex calls

[Buck]

Hi Everyone,
New to the forum but looks like a great source of information.

I have a question about Remote Agents. I've seen remote agents deployed for call centres dealing with catalog orders, reservations, food take out...etc. The type of calls seem pretty straight forward... Does anyone know of a Company that has deployed a remote agent program where the agent would take more complicated calls (where the agent has to interact with various systems-or has to have a high level of knowledge for troubleshooting purposes.

I'd be interested to know about them for comparison purposes.

Thanks everyone!

[kuhtet]

Email me and i'll tell you a couple of companies...

[Steve Turton]

Hi Buck:

The remote agent should be able to handle everything that the Traditional On Prem agent can handle. They are connected to all the same programs, just sitting somewhere else. Instead of a LAN connection, they are connected to the office via a DSL or Cable Internet connection. They get the same 'pop' screens, can access the same data bases, etc. So as long as they have the 'skill set', I don't see any problem.

We have customers using our system, who set up home based agents for after hours and weekends.... same job function, same skills as the regular, on prem CSR's..... or using part-timers for peak periods. It's all transparent to the caller.

And the Call Centre Supervisors can see exactly what these agents are doing, number of calls handled, number of calls in Queue, Number of Calls Abandoned, etc.

Steve@telax.com
www.telax.com

[BPOservices]

Hello (Buck),
Please contact us with more details,as we provide these services.
Indianbposervices@yahoo.com