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The global companies with worldwide business offices have to cater to a large customer base across geographical boundaries. The organization then should be well equipped with a strong customer care centre. To cater to the queries and services of a multicultural and multinational customers these organizations are constantly looking out to outsource such services to a firms, which can provide with world-class high quality services at cost effective prices. Such demand has given rise to outsourcing of call centre services, which are cost effective with high quality labour force. The emergence of the work-at-home call center, which is a call center outsourcing solution, uses home shoring or home-based agents to deliver outstanding results at competitive prices. Offered through a completely virtual environment, these call center agents can be located anywhere across the globe and can be connected to a brick- and- mortar centre or hub. The Work at Home Call Centers have volatile business opportunity and requires energetic level to accommodate the spikes in demand. The temporary and contract work force work from home to fulfill their responsibilities. However, the organizations hiring these forces are faced with a challenge of making corporate resources available to the work-at-home executives while ensuring compliance. To avoid the overhead cost of a brick-and –mortar call centers, organizations use work at home call-center solution that create and provide virtual workspaces. This divides a home machine into two, one for the home desktop and another for the managed virtual desktop or workspace, which hosts the call centre applications. Such hosted call center software platform increases uptime, reduces vulnerability, and increase strength and profitability for the organizations. Being a cloud based call centre provider, it facilitates business continuity irrespective of the location, whether it is at-home, multi-site locations or globally. Besides, with a productive and cost-effective agent arrangement, it facilitates automation of mundane services such as customer care and helps the organization to focus on more core issues. The geographically redundant databases using real time replication, encryption ensures safety and security of the database being used from the offshore locations. With home shore based mature, educated and experienced professionals, the language and cultural barriers doesn’t come in the way of business process. Features like remote access control, information classification and handling, personnel security and incident response and Change control makes the service provider level 1 compliant. The home-based executives distributed worldwide the client organization is provided with an ever ready to workforce available 24/7 for all 365 days. Such work-at-home call centers benefits the organizations by providing seamless business continuity, operational efficiencies, increased revenue and improved customer satisfaction. These cloud based call center solutions also benefits the environment with reduced carbon footprints caused by less travel by the workforce. Also read on - Mobile workforce solution, Thin client virtualization
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work-at-home call center, virtual desktop, Mobile workforce solution, Thin client virtualization,
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