Homeworking Case Study - Salisbury Virtual Contact Centre

Background

Salisbury VCC does exactly that. It is a network of agents, offering contact centre solutions to clients, but all the agents are based within their own homes.

By offering virtual contact centre services to its clients, Salisbury VCC has agents providing both inbound and outbound campaigns, from the comfort of their homes. The ethos behind this business was not just about saving on the overheads and infrastructure costs associated with a traditional contract centre, but to utilise homeworkers to their full capabilities.

Homeworkers provide the unique ability to match the agents to each individual client’s requirements or demographics. For example, should a client require particular language skills, it is very straightforward to efficiently recruit and set up agents to work from home who can converse in that particular language.

Having identified the niche in the market for a virtual contact centre, Salisbury VCC needed to ensure that the correct systems and software were in place for the company to succeed.

Solution

Salisbury VCC provide each agent with a broadband connection, PC and hard phone. Once installed into their homes, the agents simply log on to Salisbury VCC’s dedicated CallScripter hosted service, via Internet Explorer. They can then work on whichever campaigns they are assigned to, regardless of whether they are inbound or outbound.

Thanks to the extensive range of management modules within CallScripter, team leaders and managers can monitor agent performance in real-time or historical view. All the data collected by the agents is stored centrally on the CallScripter server as opposed to the agent PC’s, thus ensuring the same high levels of data security as a traditional contact centre.