net:telecom's Home Working Solution has been developed in response to a varied call centre environment, which struggles to maximise the potential of home workers due to the lack of control the current automatic call distribution systems offer.

The solution compromises of a full Interactive Voice Response call routing application enabling calls to be directed to any agent or home worker within your fixed or virtual call centre.

The solution allows managers to take control of the home worker environment with the ability to balance call ratio between staff at the call centre and those working remotely or from home.

This intelligent networking business solution has 4 elements, which makes it a comprehensive system that handles all of the tele-work force efficiently and effectively. The 4 elements are:

Management Control

Managers can easily identify the number of agents logged on /off at any time. The home worker solution empowers a manager to include, exclude and monitor home workers activity.

Home Worker Attendance

The home worker logs into the system by dialling their access number and entering a personal PIN code. The network recognises the personal settings and provides additional security by matching the PIN code to the home workers CLI and then includes/excludes the home worker from the work pool.
 

Call Flow
 

The network intelligently manages inbound calls between a fixed call centre and virtual call centre. The flow of inbound traffic can be routed in a number of ways that suit your organisation's infrastructure.

For example: 
Calls can be offered to the call centre in the first instance and the overflow to the home worker pool.
 
Callers will be unaware of the overflow mechanism that directs their call to your home workers as these calls are automatically offered to the next available agents following a cyclic pattern, seamlessly skipping any none logged in number. 

Call Statistics
 

net:telecom's Call View product and statistical reporting tool is part of the home worker solution and provides online statistics so you can monitor your calls, agents and home worker activity, enabling you to change your profiling and call delivery as required.

The benefits are immense;

• All the cost benefits of a tele-working operation

• Seamless integration of call centre to home workers

• Full visibility and statistical control of all agent and home worker activity

• Calls can be answered instantly and efficiently

• Grows with your business

• No need to change existing telecoms provider

• Nor equipment required

• Low monthly rental

If you are interested in using our free independent advice service of for further information call us on 020 8920 5270 or email sales@nettelecom.uk.com