* How convergence technologies make distributed call centers possible
Today, we’d like to introduce the call “uncenter.” Traditionally, call centers are established within a large single office with multiple workstations or “seats.” But voice over IP and the Web-based protocols we’ve been discussing offer enterprise firms the opportunity to cost-effectively construct a call center work force that is widely distributed.
By including a distributed IP VPN in the uncenter’s architecture, both data applications and the voice features critical to call center operations can be provided to the call center work force without the need to centralize operations.
The uncenter business case can be compelling in several ways. Call center agents can become remote workers – either at home or in smaller, remote offices. The remote office can, in some cases, offer increased productivity and decreased capital costs.
Also, the domestic call center works can be supplemented or replaced with an international call center to decrease labor costs. The savings can be significant – in India an attendant’s monthly starting salary for a college graduate begins at about $125. Using VoIP trunks, long-distance costs are more than offset by labor savings.
Outsourcing seasonal requirements to domestic call centers can be used in peak periods to reduce labor costs. As we’ve discussed in the past few newsletters, taking advantage of the faster, cheaper integration afforded by VoIP and Web-based protocols can offset the setup costs of peak load outsourcing.
Of course, the uncenter is not without some drawbacks. First, management oversight must still be applied, so monitoring and reporting must be included in any uncenter. Extra precautions for security of network, information, and physical assets must also be provided. And, like any other VoIP system, the uncenter’s voice quality of service must be properly engineered and implemented.
Next week, we’ll wrap up our series on VoIP and the call center (and the call “uncenter”) with some user case studies.
