Enghouse Interactive has partnered with ContactBabel to bring you the 2013 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing Alternative Contact Center Models.
Although many contact centers still operate in the same way in which most were originally set-up – a single, centralized site – there increasing commercial pressures and technical opportunities within the industry to look at alternative ways of working, such as using virtual contact centers, or encouraging homeworking.
The causes for this include:
- the presence of multiple contact centers – possibly gained through mergers and acquisitions (especially in the finance, insurance, telecoms and utilities sectors) which are not linked together in any way, thus not gaining from any economics of scale
- increasing levels of staff attrition and difficulty in finding the right staff to replace them, especially highly skilled agents
- the requirement of many contact centers for better-qualified staff, rather than just “warm bodies” to answer phones
- the need to keep the contact center open for longer, despite agents not wishing to work anti-social hours or businesses wanting to pay for a full shift when only a couple of hours are needed
- the rising concern about coping with call spikes, which could be dealt with by logging agents on for an hour or two, rather than having them come in for a full shift
- the desire to increase the size of the contact center, which may not be possible in that location.
The “Alternative Contact Center Models“ section looks at alternatives to the 9-to-5, full-time, centralized ways of working, and investigates the number and type of contact centers that are using these alternatives. Click here to download the entire section.