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Kirsoft begins to use home office for Embratel operations using VOIP technology to save global resources, improve life quality and promote social inclusion
Kirsoft Telecommunications, one of the majors EMBRATEL (Brazilian Telmex Company) sales partners, started an advanced technology based Outbound/Inbound operation using Voip plataform and Callix© System, named LIFE QUALITY CONTACT CENTER© (LQCC). The project is based in two concepts: to reduce the costs, due to the decrease of infra structure needs and to improve life quality, since the employee works at home avoiding transport costs and loss of time, increasing the productivity and adding extra hours to their private life. Other direct benefits incoming from home office are to improve the traffic quality in the cities, to create less pollution, to have less expenses with indirect transport costs and to achieve Kirsoft´s main goal: social inclusion. Many people with special needs could have difficulty to move from home to work. With the home office they will be able to work and to prove their capacities, not being limited by their physical difficulties anymore. It will be a regular competition with others, no more special needs. It´s very important to notice that even to judge call quality or supervision actions, the home agent is totally similar to the agent located in an attendant sit in the company, because the system resources like real monitoring, time use control, automated predictive dialer with blended (inbound/outbound) features and other resources developed by Kirchhoff/Kirsoft Labs© allow the transparent attendant control. |
Not allowed calls are not possible as the agent, because of the automated system, has not access to dialing process, as well as he doesn´t have control of how will be used his time in the campaign. Once available, the system automatically delivers the right call and customer data to his computer screen, and the call audio, using Voip and headset.
The home office minimum requirements are broadband connection and a medium capacity computer. All training needed is done in Kirsoft© installations or in the home office. The Callix© client installation is done by Kirsoft© technical support in the agent´s computer, in order to give the supervisor complete and real time view of local and remote attendants in a unique and full featured screen, with all control resources available for both types - local or remote.
This "magic" is possible due to Callix© Client Relationship System Frame that is fully featured with active communications system including multi channel access (VOIP, PSTN, SMS, Chat and mail access points) and agent side control, with automated predictive dialer, automatic call distribution, graphical control, free sit, remote agent control and time monitoring. The system was developed in Kirsoft Labs© after eight years of Telecom experience in Corporative Support. |
With this software, Kirsoftİ reaches a new level in Contact Center concepts, valuing quality of life and virtual contact center´s unlimited capacities, focusing on the global effort to value human beings and natural resources. Kirsoft© LIFE QUALITY CONTACT CENTER© is a partnership innovation between EMBRATEL and Kirsoft Telecommunications©. More information about LQCC© or other Kirsoft© projects at sac@kirsoft.com.br or www.kirsoft.com.br Kirsoft Telecommunications |
