Officescape Distributed Call Center service

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Let Your Employees or Ours Handle Your Calls Wherever They Like!

Managing a call center staffing and retention is a tough job, and managing a 24/7 call center is even more challenging. That's why many companies are looking to build a Distributed Call Center (DCC) to allow their employees to handle calls from home with more flexible working hours, while others outsource their after-hour calls to minimize the 24/7 staffing issue and to increase efficiency.

At Officescape, our mission is to allow people to work from anywhere, anytime. That's exactly the way we operate our own Personalized Phone Answering Service, in which our agents have handled complex call queues from different locations over an IP network for almost a decade. Our experience of building a high-quality DCC is a great value to help our clients achieve the same goal. This program provides consulting, hardware and software, nationwide broadband management, as well as training and technical support to help launch a successful DCC for you. With our proprietary software and robust communication network, your phone agents are able to manage calls from home or different locations with great confidence and job satisfaction.

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Question	Answer
How is a distributed call center different than a regular telework program?	At Officescape, our mission is to allow people to work from anywhere, anytime, and this includes wage-earner call center employees too. Salaried executives and distributed sales forces were the first teleworkers, partly because of payroll simplicity. The legal requirements of payroll tracking that relied exclusively on office presence processes and systems have been replaced with network applications that provide the tools to complete the job, combined with required reporting, that can all be managed remotely.
Can I combine my distributed call center staff resources with my on-site staff?	Yes. Our Distributed Call Center solutions provide the flexibility to maintain your current call center facility and staff, while extending your talent acquisition well beyond the walls of your center. Customers?service expectations are once again increasing as savvy consumers have recognized the power of viral anti-marketing and other efforts to pressure companies into reducing reliance on poor performing global outsourced customer service solutions, driving best in class companies to adopt new, cost competitive means of employing high performing representatives. A distributed call center model lets you reach the talent that was out of reach just a couple years ago.
What are the features and benefits of an IP based call center solution that I should expect?	The Officescape Call Center platform is IP based, taking advantage of Unified Communications web management tools for improved call distribution management, caller handling capabilities, staff management, on the job training, call statistics reporting, and management in a highly scalable system that is unbound by geography. These efficiencies are compounded by the improved talent acquisition and retention, and reduced brick and mortar costs, making a domestic distributed call center model the right way to exceed customer expectations.