Call center software for home-based agents and remote agents

Home Agents and Remote Setup

The idea of a centralized call center filled with agents is going through a paradigm shift. With the dramatic improvement in co-location facilities and the rising cost of running a centralized office, we can see more and more call centers having remote agents working from home or a designated space. The call center infrastructure is hosted in a co-location data center. The caller will not see the difference and remote agents handle calls, as if they are working in a physical call center. A remote setup is slightly different in the sense that the agents are all in a centralized location but the call center infrastructure is in a hosted co-location service. 

Agents working from home

A home agent will require a phone connection for voice and an internet connection for data. The phone connection can be either VoIP or TDM or POTS. TDM and POTS are the standard phone lines and ensure predictable voice quality. VoIP voice quality is dependant on internet connectivity and is not always consistent. It is desirable that the home agent has a nailed up connection using regular phone line to ensure that the voice quality is not dependant on the internet bandwidth and its associated packet delays. 

Remote call center Setup

To avoid the high cost of infrastructure setup, more and more call centers are going for hosted service. The call center office for the agents is centralized but the infrastructure is located in a reliable data center. The call center has a captive bandwidth between its office and the hosted space. With reliable hosted service becoming more popular, this allows the call center operators to avoid the high initial infrastructure setup costs.