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Could On-Demand Call Center Services Shake Up the Industry?

August 26, 2014

By Michelle Nicolson,
TMCnet Contributing Writer

While cloud-based call center technology has already changed the contact center industry, one company is taking the idea a bit farther. Singapore-based Kallfly believes the next step is a freelance-based virtual call center that is available for companies on demand.

In essence, Kallfly has created a virtual contact center and connects businesses with home-based call center agents. The companies can interview and hire these agents for special projects. Once hired, these agents use the KallFly Web app to access a script, client software systems, and integrated VoIP via WebRTC. Instead of commuting to an office, call center agents can work from home, using their laptops or phones.

“With the power of Amazon Web Services (News - Alert) and WebRTC, we can bring the VoIP (voice over Internet protocol) and telephony to a new level of experience,” explained Mark Lapuz, Kallfly CEO and co-founder. “And with our open contact center marketplace, we now enable businesses to hire agents and operate their own call center instantly.”

Lapuz believes the model offers more flexibility for companies launch projects using any number of agents by time of day, day of week, week of year. Theoretically, a call center project through Kallfly could be up and running in a matter of hours. Another advantage is companies avoid large, long-term contracts.

While still small, Lapuz sees potential for growth. According to the company, Kallfly has 510 experienced, home-based agents who service nine paying clients, and there are as many as 25 more business owners in the sales pipeline. Of those 25 owners, three of them will provide seven hours of work a day for at least ten agents.

The company has competitors already, specifically Arise and Liveops, which offer similar services in North America. However, Lapuz feels his company serves a niche that the others don’t. “With their closed ecosystem that caters to only large corporations in an environment of controlled campaign and agent hiring, it takes time for on-boarding and approval,” Lapuz said.

Edited by Stefania Viscusi