As your company grows, you might find that you need to expand your workforce to address customer service demands. Just because you want to expand your workforce, however, does not mean that you want to move to a larger location that will cost more money. Instead of expanding your facility, you can hire employees and contractors that work from home.
Creating an At-Home Call Center
Web-based technology makes it possible for businesses to serve customers from virtually any location. As long as there is an internet connection, your employees can log on to address customer concerns, take orders and perform other duties.
This means that you don’t have to expand your current operation to hire more people. It also means that you can employ workers from just about any area. This makes it possible for you to hire the best workers regardless of where they live. It also means that you can reduce your business costs by hiring people in areas with low costs of living.
Before you create a call center based on a network of at-home workers, you will need to find call center software that suits your needs.
Choosing Software for At-Home Workers
Many software development companies recognize that companies have started hiring more at-home workers. They have responded with a call center software solution that allows employees to answer custom service phone lines easily without leaving their homes.
The best software gives you, the owner or manager, the same control that you have on the production floor. Just because some of your employees work from home does not mean that they get special treatment.
You should, therefore, choose software that lets you monitor calls to check for service quality. You should also have the ability to gather information about how much time each employee spends on calls and how long the employee spends silent between calls. This will help you identify any productivity problems so that you can make the most of your business investment.
You should also consider choosing call center software that doesn’t require special hardware. Plenty of software developers have created programs that can use your workers’ existing landline and cell phone lines. Many of them can even use VoiP. Your workers just need internet access.
Using Software for Your Call Center
After you have chosen software for your call center, it is important to make sure it continues to meet your expectations. Before you pay for the software, ask the developer whether you can have a free trial period. This gives you and your employees the chance to review the programs before you spend any money. You might find that you prefer one program over others.
Reaching your next business milestone is an important step that you should consider carefully. As your business expands, you will encounter new needs. When you choose reliable software for your call center, you can rely on a workforce that grows according to demand rather than how much space you have on the production floor. It’s the smart way to grow areas of your business without risking a lot of money.
Article by BuyerZone. BuyerZone is a leading online service provider that connects buyers and suppliers for a range of services and equipment such as call center software..
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