Call Center Capability for Startups

[Akin Toffey]

I have two former collogues who are in the process of starting up payments technology services. In each case, their business plans are aggressive with high third year customer base expectations. However, now they are dealing with relatively small call volumes.

Both start-ups have proprietary platforms. They are secure because they handled payment transactions to load the payment vehicles, can be accessed by secure intranet, and are sophisticalted enough to allow a non-technical associates to manage most customer service and level one technology issues.

Both individuals are shy of overinvesting in traditional IVR and call center infrastructure at this time. In our discussions we have discussed the use of "at home" associates that may provide call center like services for multiple clients.

I have committed to developing a transition plan from start-up to full, world class quality, call center requirements based upon their business plans and service requirements, but lack a lot of pratical information on using "at home" contractors. Any information would be appreciated.

FYI - Both friends commented that in their search for call center capability, they found very little information or interest. This might be an interesting idea for someone to consider.

Hatch

[Ted Giordano]

Akin,

We recently hosted a webinar on setting up at home agents. Here is the link to the

webinarhttp://www.knowlagent.com/resource_center/webinar_finding_the_way_home.asp . Krystal Sautter was the speaker and she has implemented at home agent programs from scratch, most recently for ConAgra. Her contact information is in the slide deck.

Hope this helps.

[Akin Toffey]

Ted

Thank you for the response and website. Beginning an operation like this is clearly something I need to address.

Hatch

[Kevin Hayden]

Hatch,

Looks like you are getting lots of ideas. We are very much specialized in enabling companies be successful with a work at home strategy - the complete end to end cycle. If you would like to discuss how we might help from selecting the right agents (contractors or employees) to work remotely, the changes in the working agreement, through to scheduling, monitoring, and so on, please give me a call. We are also very focused on "contract" agents as well as moving employees to work remotely.

Thanks...Kevin

Kevin Hayden
beyondmortar
www.beyondmortar.com
800-939-1853 ext 778

[Akin Toffey]

Kevin:

Thank you for your response. when I first posted the proposition, I didn't beleive I was going to get much in response. I have been delighted in the breath of expertise and interest.

As you have seen from my responses, I will need some time to digest the information, but will get bach to you in a few days. Thanks in advance for your understanding

Hatch

[Steve Jenness]

Hatch,

Have you discussed outsourcing with these clients? CRMI specializes in working the emerging companies who are on the brink of transitioning to the next level in their business plans.

you can contact me at [e-mail] if you need more info.

[Akin Toffey]

As you have seen from my responses, I will need some time to digest the information, but will get bach to you in a few days. Thanks in advance for your understanding

Hatch

[Elizabeth Haley]

Mr. Toffey,
Congrats on considering an at-home program as well as other options. I found the discussion stream of interest - from those providing technology to those who provide information. Moving to an at-home program is complex, but the rewards are outstanding. If you are interested, please contact me to discuss further!
Beth Haley
President - Moving Beyond the Bricks
www.movingbeyondthebricks.com
[e-mail]
[phone]

[Akin Toffey]

As you have seen from my responses, I will need some time to digest the information, but will get bach to you in a few days. Thanks in advance for your understanding

Hatch

[Denise Meyer]

Good Afternoon,

The topic of home based agents and remote agents has been a hot one as of late, especially given the current state of the economy. Might I suggest reviewing the webinar series that Interactive Intelligence co-hosted with a pioneer of the home-based agency, Sally Hurley of VIPdesk? Events are also posted on our web site: An Expert's View: Training and Managing Home Based Agents, Ask an Expert: Virtual Customer Care. When Is It Right For You?, and Leveraging the Virtual Call Center. View Events I believe that the information contained within these presentations will provide additional insight to you. Good luck in your research.

Regards,
Denise

[Pauline Mulvey]

We use a company called InContact. It is a web based call center infrastructure so the initial cost is much less than if you have to set up a huge internal infrastructure. It is very flexible, you can take advantage of many things - Skills based routing, online reporting, monitoring, work force management.

We have a number of work at home agents. It is easy to add and delete skills, agents, etc. all through the web but you can still maintain an overall view of your entire call center from a single source.
www.incontact.com - check it out.

We have been using them for just about a year (August 2008) and have been pleased with the wide variety of functionality and we like the fact that we don't have to have a team of telecom professionals on our internal staff. The business managers actually provide the day to day management.

Pauline

[John Johnson]

Hatch, we would be more than willing to speak with your colleagues about their call center plans. Working Solutions has been providing outsourced, home-agent services for over 13 years. In addition we also support a number of clients with technology solutions for their call center and home agent operations. One point in your post I would specifically address is the use of contractors versus employees. There are some significant differences between the management of contractors and employees. We currently support over 7,000 home based agents who are contractors and are well versed on the subject. If I can provide any assistance, please don't hesitate to call.

John Johnson
SVP, Business Strategy
Working Solutions
402-763-5209
[e-mail]
www.workingsol.com

[Dan Bergstrom]

Hatch,

I know this is a little late, but I am new to this site. I have seen a lot of information posted about my company inContact. We are the ones that helped ConAgra with their at-home worker solution and were also involved in the webinar that was mentioned. I think it would be to your clients, and your, advantage to take a look at what we offer. Let me know and I can facilitate a call for you.

Dan Bergstrom
inContact
801-386-8332
[e-mail]