Homeworking Increases Productivity of Contact Centers
December 21, 2010
By Rahul Arora
, TMCnet Contributor
VoIP-enabled system and broadband are helping contact centers a great deal during wintry conditions, one of those being Canterbury City Council. The contact center has been able to improve its overall productivity, at a crucial time for local authorities, by homeworking.
Canterbury City Council has embarked on a phased replacement of its PBX (News - Alert), starting with a VoIP-enabled system for the contact center, to gain multi-channel ACD functionality. It has achieved this with rostrvm CallDirectorACD inbound contact management software and rostrvm CallGuide on the desktop, with process management functions.
“The contact center needed to maintain call-handling efficiency at all times but also wanted to provide staff, who work in shifts, with a sensible work/life balance. Controlling costs, of course, was vital,” said Cathy Eastwood, customer services manager, in a press release. “The Rostrvm (News - Alert) team demonstrated a sound understanding of the requirements of local councils and how we could deliver results within our budget. rostrvm CallDirector ACD met our needs and integrated well with our CRM system. The majority of our 47 staff is now set up to work from home, 20 doing so on a regular basis, and two working permanently from home. This has produced a very positive outcome in terms of improved productivity, efficiency and motivation.”
Homeworking has meant that Canterbury City Council can quickly scale up the operation with the existing workforce during peak periods, without the need to provide additional accommodation and equipment at the office-based location.
“The Rostrvm team took time to understand our needs and quickly entered into a customer-focussed relationship with us. The sales and support teams proactively assisted us with training and supporting the Canterbury City Council staff while they developed their skills on the technical and system administration aspects,” added Eastwood.
Rahul Arora is a TMCnet contributor. He has worked as an editor and freelance writer for several reputed organizations in India. To read more of his articles, please visit his columnist page.
Edited by Tammy Wolf