There's an inconspicuous news late last month about Bayantel in partnership with an American Call Center Solutions provider, Five9, revealed that they are now offering " Bayan On-demand" for existing outsourcers. They say they are promoting their product for 2 main reasons. 1. To provide the call center disaster recovery solutions that can be activated in an instant. 2. To provide the ability to expand the call center infrastructure in a matter of days. In layman's terms: You can take call center at home! Whoopee! Or Not?
I can tell you at least a few good reasons why this idea is going to the dumpsters. Number 1, Monitoring and Support will not be effective. With the technology now, I'm pretty sure On-demand is fitted with call center monitoring tools. But what about QA and coaching? What about workforce scheduling? What about Tier 2 support? Call center are big on those things. I'm pretty sure whoever sells On-demand will have a hard time countering objections with these. Number 2, for disaster recovery I'm pretty sure all call center have their own and have thought about all the possibilities in case a massive work stoppage occurs. But having their own agents go home and take call center work there is kind of way out for now. Even in the Philippines, where natural disasters are aplenty and just waiting to happen, it is not likely we encounter a very massive disruption in internet connectivity and services that would make On-demand practical. I'm certain the call center have their own call center re-routing procedures which are better for now.
On an agent's stand point (as I was an agent before), I would rather go home and relax instead of going home and still talk to customers in my own house!
On the technology side based on past events like the internet connectivity problem last December 2006 where there was a massive disruption caused by a faulty underwater cable near the seas of Taiwan, if most ( if not all ) cable connections are through that route, I don't think bringing the call center at home is of any use because we all use the same fiber-optic cable.
I think the agents might agree that the job at work is tough enough. Bring work at home is definitely a big NO!
On the brighter side of things, this technology should be good for those small "fly-by-night" call center. Or those callcenter that are starting small with less that 20 people.
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