The adoption of GemaTech's
virtual call centre technology is not industry specific
given that a “call centre” is simply
a facility created to respond to customer demands
or create new business via the efficient use of a
telephone, which has now been extended to incorporate
the use of email and most recently SMS Text. Accordingly
a call centre can be created to improve the operational
functionality of any business in any business vertical.
Historically, as the call centre industry in the UK matured, companies
built larger and larger call centres to accommodate more and more
call centre Agents often exceeding 500 Agents in a single building
with the largest even exceeding 1000 Agents in a single site. Unfortunately,
this approach did not take into account the limited supply of appropriately
skilled call centre Agents in one particular locality which was
exacerbated when other call centres set up nearby. More recently
Datamonitor predicted that Call centres in all market sectors will
continue to “de-centralise” to smaller, more disparately
located call centres of 75 Agents or less in individual call centres
and using modern technology to seamlessly link these call centres
together as though they were operating as a single call centre.
This concept is commonly referred to as a Virtual Call Centre by
some commentators and end users but is more appropriately defined
as a “Networked” based contact centre which means,
the seamless linking together of totally separate, geographically
disparate and previously independently operated contact centres
whereby all of the Agents working in the respective call centres
appear to be part of the same, fully distributed, contact centre.
GemaTech's definition of a truly virtual call centre is a
call centre that simply does not exist – because everybody
works remotely – which means in many satellite call/contact
centres comprising say 3.4,5 Agents or ultimately an Agent working
from their own home – a concept pioneered by GemaTech back
in 1997 when Travel Councellors launched their new On-Line Travel
with four Agents all working from home. Some 7 years later, with
a turnover in excess of £40m and over 400 Agents all working
remotely from home – and having receiving the Queen’s
Award for Enterprise in 2003 for their use of homeworkers they
floated on AIM.
Current industry sectors with
whom GemaTech are currently working:
Finance & Banking
Insurance
Transport
Travel
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