In the mid 80s I saw my first call center in Atlanta, GA. While I can’t remember why I was in Atlanta, I definitely remember the impressive tour. Seats for 400 agents were set in a theater like hall. The CEO of the company sat on a raised platform and oversaw his troops.
While such call centers still do exist, many have moved to a much more cozy atmosphere, your bedroom. Working from home, is a win win situation for both companies and employees. VoIP services have enabled home workers for a few years already, but until recently they did not fully emulate the call center functionality such as what I saw 20 years ago in Atlanta.
In addition to sophisticated queue routing capabilities, call centers must have management tools so
managers can track calls status in real time. At the Flat Planet Phone Company, we have recognized these needs. We have developed two solutions for customers who want to deploy distributed home based call centers.
First, we have enhanced the basic Flat Planet Hosted PBX to include enhanced queue management, Call Spying and Call Whispering. These 2 functions let a manager listen on an agents call and talk to the agent without the customer hearing the manager.
These functions are now included for free in the standard FPP Hosted PBX.
Today we are taking the solution to the next level. We are integrating with a 3rd party solution that includes central real time graphs & reports, so the manager can see how employees worldwide are handling there calls, without intruding into the privacy of the employees bedroom…
Now you can have your cake and eat it too! Allow your workers to work from the comfort of home, but still be in control. A great solution for the current economy.