Alpine Access Launches Home Contact Center Consulting Service

Handling customer contacts with home based agents offers enormous benefits including cost savings, productivity gains, greater flexibility, business continuity, and improved service. The challenge for many organizations is how to set up home-based contact center programs outsourced and internally managed successfully. There are unique considerations including agents’ home environments, connectivity, internal communications, management processes, security, and staffing and training that must be taken into account and planned for.


There have been many articles and white papers such as those that appear on TMCnet and how-to books, such as Home Workplace that offer great information. There is no substitute, though for sitting down with experts who can provide individualized analysis and advice and who can put together a workable and successful program.

And that’s where Alpine Access, which provides home-based customer care solutions comes in. It has parlayed its 11 years of experience and expertise handling employees in over 1,000 cities, into Alpine Access Consulting, the industry’s first service dedicated to helping companies set up their own home-based contact centers. Alpine Access Consulting will assist in all aspects of establishing and managing an at-home contact center program, making it the first end-to-end provider of at-home solutions.

The Alpine Access Consulting methodology begins with a cost-benefit analysis and continues through solution development, implementation, operations, performance monitoring, and periodic reviews. Whether a company needs help with recruiting, training, workforce management, technology infrastructure, security or any other aspect of operating a home-based agent program, Alpine Access Consulting will develop solutions that are tailor-made for that company.

Jim Ball, co-founder of Alpine Access, has returned to lead this new organization, which will provide clients with insight and advice based on the experience of developing outsourced solutions for more than 100 companies. Prior to Alpine Access, he served as a key developer of strategy and operational direction for Innovative Services of America.

As the at-home model gains industry momentum, more companies are interested in implementing the model themselves, says the firm. However, they often lack the knowledge, experience or resources to create such a program. With the launch of Alpine Access Consulting, Alpine Access can now offer assistance across the entire spectrum of services for any client wanting to establish a home-based operation, whether outsourced or internally managed.

“The extraordinary benefits offered by the home-based customer service model are impossible to ignore and the increase in demand is proof of that,” says Christopher Carrington, Alpine Access CEO. “Leveraging our expertise to help companies establish their own, internal home-based customer service department is a natural extension to our business. It’s something clients have been requesting for a long time, and we couldn’t ask for a better leader than industry veteran Jim Ball.”

“From the very start, Alpine Access has been about innovation,” says Ball. “Pioneering new services is how this company was started, so it only makes sense that we are breaking ground with Alpine Access Consulting. I’m looking forward to eliminating the learning curve for other companies and using our experience to help them establish their own programs.”