Homeshoring, the real benefits

The Homeshoring solution is a big benefits for the employers and employees.
The advantages for the remote agents is the fact that they don’t have to commute thus saving time. People with reduce abilities or people who are constraint at home can have professional carriers. Furthermore, the home agents can work around their own schedules giving them the flexibility to work at their own pace.
Homeshoring offers new perspectives for employers in terms of recruitment, they can now attract a new workforce for their centers. This gives employers the ability to recruit people with specific skill sets; technical, administrative, lawyers and medical. This solution is ideal to cover multiple time zones, direct marketing or any type of campaigns that requires an excessive amount of resources.
Solutions to provide professional employment and flexibility to employers. Homeshoring is the future of the Contact Center industry.

homeshoring : Centralized architecture
and simplified implementation

The centralized servers host the VoIP ACD, data and Hermes.Net applications. The applications are Developed in Dotnet. No installation is required for the agent stations, all that is required is a computer with an internet connection to access the agent, supervisor and administration interface from home as if they were sitting in the local Contact Center facility. Changes or updates to the applications are done directly on the centralized servers with no specific local manipulation on the agent’s computer. This simplifies maintenance and centralizes updates, upgrades and patches.
Depending on the available internet connection, the home agents can treat their telephone communications by voice over IP with an integrated soft or regular telephone.

homeshoring a virtual Contact Center

Remote agents can easily connect from their homes and treat calls and emails the same way the local Contact Center agents can. All the agents are seen by the OnXMedia server as if they all were in one location. Their activities are logged and treated identically as in a classic Contact Center.
OnXMedia will route calls to agents based on their availability and skill sets regardless of their location, as soon as they are connected to the application. Human resource attributes and skills can be managed the same way from a single interface for the local or remote TSR’s.
The simplicity of the solution reduces the time it takes to provide training to your agents, after only few minutes they can be ready to handle calls. The supervisor can even take control of the TSR’s screen by visually connecting to the agents desktop giving you the ability to see exactly what the agent is seeing in real time and providing them with necessary instructions to properly treat the call.

homeshoring an efficient management

Management and coaching can be a real concern for the remote teams. The Hermes.Net solution has been entirely engineered to provide management solutions for the remote teams. All the applications are accessible remotely by a simple internet connection giving you access to all your campaigns and human resources allowing you to take control of your campaigns and make proper changes at your convenience.
Supervising your remote agents is done the same way you supervise your local agents. All the features are in real time and available to you; coaching, chat, whisper, recording, screen view and statistics. Furthermore, individual reporting gives you the ability to track results, productivity, work time, breaks and connection time. Your remote teams are therefore equipped with the proper tools to effectively treat your calls and avoid unnecessary turnover.