Optimizing at-home agents within a distributed call center model

Technology change has enabled call center operators to adopt new business models that enable call centers to place agents anywhere the Internet reaches for far less than it costs for the call center to set up a virtual private network. As a consequence, the second innovation caused by the on-demand technology model was the completely distributed call center business model in which all, or nearly all, of the agents worked from home or at remote locations, often alone. This Beagle Research Group Executive White Paper examines the benefits and the new challenges placed on the call center by both advancing technology and entrepreneurship.

Tags: Call Center, Virtual Call Center, Distributed Call Center

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