Why You Should Love Your Virtual Workforce

MRD — Tue, 15 May 2012 17:53:35 +0000

Why You Should Love Your Virtual Workforce

15 April 2012 Today’s workforce has changed tremendously. It’s younger, more specialized, looking for better work… and it’s virtual.

By the year 2014, 47% of US workers will be under the age of 35. And these younger workers are just as smart and hard-working as we baby-boomers are.

Yet today entry level positions are very hard to find. Businesses are not hiring aggressively yet and baby boomers are hanging around longer. So a new industry of virtual workers has been created. People work from home, they work part-time, they do contract work, and they sell their specialized skills.

Virtual Workforce

Globe and Mail talks about trends in the Contact Centre Industry

MRD — Sat, 31 Mar 2012 14:52:03 +0000

Canadian companies that sent call centre jobs overseas by the thousands last decade have started to bring them back home, giving new life to a sector that became the darling of the nation’s economy in the 1990s.

The once-thriving domestic industry began to decline in the second half of the 2000s as the Canadian dollar surged and India and the Philippines emerged as the world’s low-cost call centre capitals.

Canadian Call Centre News

Top 10 Call Center Trends for 2012

MRD — Sat, 31 Mar 2012 14:36:03 +0000

The call center industry continues to evolve as it responds to changes in the global business environment. Economic pressures, new technologies, increased competition, and customer behaviour are all affecting the landscape.

Call Centre Trends

Remote Agents in Canada

MRD — Sat, 31 Mar 2012 14:25:24 +0000

Call Center Teams hires independent contracting agents throughout Canada to service our clients and facilitate customer care service in a variety of industries. Though the main responsibility for each inbound customer service agent is to provide a live voice to handle customer calls, our agents can manage many other inbound responsibilities including order taking, tech support conflict resolution for customer service related issues, verifying account information, and other customer service duties. Outbound agents must have sales skills

Job Description:

We are looking Call Centre Professionals part-time or full-time Inbound Virtual Tech Support & Customer Service Representative, Unilingual and Bilingual . You will work from home and receive customer calls routed to your phone and computer. You must be available to work 20hrs per week with 4hrs being

18 years of age or older
Available to work 20/HR per week with 4 hours on the weekends
Training is 28 or 20 days long for 4hrs/day or 8hrs/day.

@Home Agent Requirements

Yes or No

Do you have a private workspace in your house with a door, where ambient noise can be minimized during work time?
Do you have an “office space” with a desk, a PC, phone with mute/hold/conference, a headset outlet and a headset?
Do you have a separate phone line that can be dedicated to contact center calls (if not in an IP environment)?
Do you have a second phone line for personal calls?
Are you technically capable of setting up and installing the hardware and software required for your job?
Can you troubleshoot your At-home agent technical set-up?
Do you have a reliable personal computer that meets the company’s defined system requirements?
Do you have a broadband connection?
Do you have a subscription to a reliable high speed ISP service that meets the company’s defined requirements?
Can you be on the Internet and phone at the same time (if not working in an IP environment)?
Can you commit to working a minimum of 20 hours per week (or the minimum number of hours established by the company)?
Are you willing to train for the position via online course materials and phone/webinar sessions?
Are you a quick and accurate typist who is comfortable communicating with a supervisor via chat?
Do you have a bank account for automatic payroll deposits?
Do you have any experience working at home or for an off-site or remote manager?
Are you a highly motivated self-starter who enjoys working by yourself?

If you answer “No” to any of these questions you’re not completely ready to work from home. All work is done in the comfort of your home with no requirements to leave your location. Please forward your resume to careers@callcenterteams.com

Luster of Call Center Offshoring is Fading, But Are At-Home Agents The Answer?

MRD — Sat, 24 Mar 2012 14:46:52 +0000

Contact center outsourcing is nowhere near as obsolete as many critics allege, but it is decidedly less debatable that the practice has at least somewhat lost its luster.

In an era overrun with concern about driving the best possible customer experience, the notion of shipping that function elsewhere is, at least in theory, considerably less attractive.

@Home Agents

Huawei Launches ESpace Cloud Contact Center Solution

MRD — Fri, 23 Mar 2012 22:30:53 +0000

DAILYHOSTNEWS, November 28, 2011 – Huawei, a leading global information and communications technology (ICT) solutions provider, on Friday launched its eSpace Cloud Contact Center Solution to the global market at the 2011 Asia Pacific Contact Centre Association Leaders (APCCAL) Expo in Guangzhou, China. With features such as on-demand cloud contact, mobile and highly-efficient cloud management, seamless communication cloud collaboration, and green and open cloud agent, the eSpace Cloud Contact Center Solution will lead the entire contact center industry into a Cloud era, and meet increasing demands in marketing services and management from enterprises.

Call Centre Solutions

Home Advantage

MRD — Fri, 23 Mar 2012 20:36:57 +0000

Employment of home-based agents continues to be a growing trend in the contact center world. Some traditional brick-and-mortar contact center operators use home agents to supplement their centers, while several companies employ home agents exclusively.

@Home Agent

Forecasting and scheduling home based agents

MRD — Fri, 23 Mar 2012 20:35:31 +0000

The most obvious challenge with home-based agents is that a supervisor cannot simply walk over to an agent and peer over his or her shoulder to determine what is going on. The ability to act directly and spontaneously is greatly changed in totally virtual environments, and supervisors may be concerned about managing what they can’t see.

@Home Agent

Home-based contact centre agents rapidly becoming mainstream

MRD — Fri, 23 Mar 2012 20:32:37 +0000

The home is gaining new ground when it comes to call centers and stationing of customer services personnel. According to the latest research published by Datamonitor, there will be significant growth in outsourced contact center agents based around the at-home model. The report, ” The future of customer facing technology in the outsourced contact center,”highlights some of the key reasons for what is expected to be a new way customer care firms provide client facing mechanisms. Between now and 2012, Datamonitor expects the number of home-based customer service agents to grow at a compounded annual growth rate of 36.4%, one of the strongest expansion levels of any outsourcing market sub-segment.

@Home Agent

Large Business VolP Solutions

MRD — Fri, 23 Mar 2012 20:11:26 +0000

With concerns rising about offshore outsourcing in terms of quality and security, more companies are becoming interested in the cost-saving benefits of using agents who work from their homes.

Savings is important, but it should not come at the expense of lost revenue, and if your customers are primarily from the US, you know how frustrating it can be speaking with an agent from a foreign country that is difficult to understand. Often this leads to customers who simply hang up and go elsewhere.

@Home Agent