TMCnet News
Working Solutions Enhances Management of Home-Based Call Center Agents with Transera TMCnet Contributing Editor With the proliferation of home-based contact center agents throughout multiple industries, organizations are looking to vendor partnerships to help in managing this part of the workforce and the network that makes their location possible. While employing home agents offers significant benefits to the organization and the contact center, not all have the infrastructure to effectively manage such an arrangement.
Working Solutions, a provider of remote home agents, steps in to help contact centers and other organizations fill the gap and manage these home-based agents. Working Solutions has elected to deploy Seratel from Transera Communications. Seratel is the call center industry’s first adaptive on-demand virtual call center solution.
Fortune 1000 enterprises, such as Cingular (News - Alert), Office Depot, Kodak and Wyndham Hotel rely on Working Solutions’ network of more than 76,000 home-based call center agents. Seratel, Frost & Sullivan’s 2007 Product of the Year, enables Working Solutions to better monitor and manage its home-based agents with greater cost efficiencies than traditional on-premise technologies could offer.
"Running a virtual call center of home-based agents is a superior alternative to expensive brick and mortar facilities," said Tim Houlne, CEO of Working Solutions, in a Wednesday statement. "Our customers are eager to utilize home-sourcing for higher quality customer interactions at a lower cost.”
“With Transera's on-demand model, we can route callers to the best available agent and can scale operations to accommodate new customers while eliminating the need to purchase expensive premises-based call center technology. With Transera, we are achieving new cost efficiencies and passing those savings on to our corporate customers," added Houlne.
Seratel will enable Working Solutions to diversify and grow its distributed call center operations with no infrastructure investment, software installation or ongoing maintenance costs.
Seratel enables the creation of a virtual call center that performs the necessary call center function, including call queuing, routing
 , monitoring, recording, reporting and screen pops. Home-based agents can respond to customer calls using only a phone and a PC. Supervisors are able to manage and monitor operations in real-time from any Web browser. "Working Solutions is a prime example of how we provide outsourcers with greater flexibility and a predictable cost structure," said Prem Uppaluru, Transera's President, CEO and Founder, in Wednesday’s statement.
"They can quickly scale to serve new customers while ensuring they deliver the best customer experience at the lowest cost. By separating the management, recruitment and training of teleservices agents from the call center infrastructure, Transera enables Working Solutions to focus on its core business - building and training its agent pool and serving its customers' customers well and profitably, rather than managing technology."
More and more organizations today have recognized the need for call center support, but lack either the facilities or the know-how to establish an in-house operation. Working Solutions can respond to this demand with their home-based agent solutions. With the help of Seratel, the company will be much better equipped to provide its customers with the level of expertise in home-agent management they desire.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
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