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Strategies & Market Trends : Mish's Global Economic Trend Analysis -- Ignore unavailable to you. Want to Upgrade?

To: mishedlo who wrote (24863)	3/4/2005 12:00:11 AM
From: regli	Respond to of 116555

>>As Voice over Internet Protocol (VoIP) Latest News about VoIP telephony gains popularity, so does the concept of the virtual call center Latest News about call center. Staffed with agents working from their homes, such call centers were, in the near past, only an idea. << I helped develop a virtual call center ASP system and service in 1999/2000 with customers like Oracle who were using home agents. We were likely the first ones out with such a solution including all the real-time monitoring tools that the article mentions! However, the article does not address that systems like this benefit offshore call center agents as much as locals. As long distance and foreign calling rates converge to just about nothing, anybody with the proper skills and accent can be used in these roles. Homeshoring does not mean localshoring, in fact it facilitates off-shoring! We were marketing a service for foreign DOT COMs to simulate local presence with local 800 number access where on-hold queues were held in the U.S. until an agent was available off-shore. Technology increasingly allows participants to be located anywhere. Home is just another off-site location.