What are the main considerations when deploying a work from home call center solution?
Hi John, To answer your question focussing on the areas you highlight: ROI (Capex): Virtual can mean a lot of things to different people, I’m assuming you mean virtualised and hosted? ‘Virtual’ in its fundamental sense refers to just the technical architecture i.e. the trunk lines (E1’s), ACD processing capabilities and routing logic that all reside in one logical central location – usually a resilient data centre/ co-lo facility with your agents linked via some form of connectivity (ISDN, private circuit, IP VPN, etc). The RoI part becomes a relevant consideration when deciding whether you want to fund the cost of building your virtaul call centre capability yourself (typically Capex as the leasing/finance market is a bit dry these days!) or go to a hosted or managed service technology provider who will offer you some (shared) capacity on their existing prebuilt solution. You don’t say how many agents you are thinking off so it’s a bit tricky to definitively offer useful advice on RoI
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