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Contact Center Outsourcing Optimized with inContact

September 08, 2011
By Susan J. Campbell, TMCnet Contributing Editor

Did you know that contact center outsourcing does not mean you have to move your customer service initiatives overseas? You can leverage a proven, educated and capable workforce on shore by working with providers like inContact. The true benefit to contact center outsourcing could be found at home.

This inContact data sheet explores the potential in the work-at-home program offered by the contact center outsourcing provider. The key message is that the work-at-home program does not have to be a challenge. Instead, it can deliver significant benefits to your organization.

With inContact’s technologies, you can easily implement recording, reporting, workforce optimization and monitoring tools that help drive the effective management of the work-at-home agent. This allows you to leverage the cost benefits of contact center outsourcing without sacrificing your focus on customer service or the ability to oversee the performance of the agent base.

inContact actually enables you to integrate at-home agents into the overall system so they operate no differently than in-office counterparts. Agents leveraged through contact center outsourcing could in fact be located throughout the world, if your strategy supports this move. inContact’s multi-channel routing and flexible connectivity options ensure you can easily pick the right interaction points for your at-home agents.

If you want your contact center outsourcing efforts to focus on the market from coast to coast, inContact makes it easier to recruit from a large pool of potential candidates. By providing your contact center with web-based skills assessment tools to ensure agents are the right fit for your environment, you are more likely to hire individuals who will remain loyal to your organization, regardless of their location.

Agents employed through contact center outsourcing arrangements can be monitored and recorded on customer calls with inContact management tools. Supervisors can also barge in on calls when necessary and real-time reports are made available on the supervisor’s desktop. If needed, changes can be made to contact routing on the fly and remote agents can easily interact with supervisors via chat or phone.

Schedule management should be a key focus within any contact center outsourcing environment. The workforce management solution offered by inContact ensures your at-home program is a success as it provides your supervisors or scheduling managers with an integrated tool to schedule agents. It also allows you to publish and communicate schedules to at-home agents, while also providing for the management of requests, shift bidding, swapping and agent self-service.

The cost of training and education does not have to be a barrier to contact center outsourcing or at-home agents. inContact offers an eLearning solution that allows you to push out training courses right to the agent desktop. This platform can be used to onboard the agent or for continued education.

Challenges are likely to always exist within the contact center outsourcing environment, but they do not have to include the complexities of managing the home-based agent group. With inContact solutions, this process is streamlined for effective and optimal performance.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Chris DiMarco

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