Virtual working
Some 10 years ago, if you wanted to optimise the use of contact centre resources across multiple sites – often with disparate technologies – then the only option was to physically reconfigure the contact centre estate. This meant consolidating the operations into a smaller number of larger centres and replacing the existing telephony infrastructure in order to create economies of scale.
Now that has all changed. Through the application of
Intelligent Call Routing it is now possible to create virtual contact centres – that route the call or email enquiry to the right resource – regardless of their location. Some common examples of how this can be applied include:
- retailers who route inbound enquiry calls to high street outlets – where their best sales people are often located
- home workers – who are used as part of a flexible resource pool to help manage peaks in contact volumes
- back office staff – who can become front line contact facing during seasonal activities where administration related contact volumes are planned to increase.
So it is now possible to manage your staff resources as a single pool – regardless of geography. This has the potential to create significant efficiency savings for your operation.
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