Posted by: Greg Elliott, Director of Business Development at 1102 GRAND
I recently attended an ACCP (Association of Customer Contact Professionals) meeting where Michael Amigoni, COO of Dibon ARO BPO, gave a fascinating presentation on the virtual call center. Over 15 years ago, Michael had the vision to tap the power of the new “distributed workforce” operational model to increase his customers’ service quality and lower delivery cost. He co-authored a book, “Managing the Telecommuting Employee,” sharing best practices to help virtual call centers “maximize profit and productivity.” Michael shared with us excerpts from his book and interesting and sometimes funny real life examples of what to do and what not to do when running a virtual call center. Michael gave a comparison ROI between a regular bricks and mortar call center and the virtual call center. The total savings for the virtual call center was about $1,200,000 annually! He also shared with the group that two of the best things he ever did since getting involved in the contact center industry was moving their datacenter to 1102 GRAND and migrating to the inContact Software Platform. By moving their datacenter to 1102 GRAND and switching to inContact, it freed him and his team to focus on their core business, customer service. Now, on the datacenter side, they don’t have to worry about redundant cooling units, power feeds, battery backups, generator service, etc., they leave all that to us at 1102 GRAND. I was able to purchase Michael’s book at the event. To preview and purchase “Managing the Telecommuting Employee” go to http://bit.ly/rYZmNK. Great stuff, thanks Michael!
I encourage all who currently own or run a contact center, or are interested in the contact center industry, to come and check out an ACCP meeting. ACCP is a professional, non-profit association whose members represent customer contact organizations and the vendors who support them. The membership consists of organizations of all sizes and from a variety of industries. They have first and third-party focused members including telemarketing, call centers, collections, customer service facilities, help desks, client retention, etc. To learn more about ACCP and upcoming events go to http://associationccp.com/Home.aspx or give me a call at 816-213-7731.