Virtual Call Centers
Access Millennium offers a hardware and software platform to support virtual call center solutions for enterprise. Virtual Call Centers are ideal for organizations whose representatives are geographically dispersed, rather than being situated at work stations in buildings operated by the organization.
Virtual call centers allow organizations to position employees in a number of smaller centers, or allow them to work from their own homes. This is an attractive arrangement for many employees: the hours are often flexible, and there's no dress code or commute. For the organization, the virtual call center model saves housing and equipment costs and can lead to lower employee turnover rates, which tend to be high for physical call centers.
Access Millennium's Virtual Call Centers feature RiverRun® software, which automates your help desk to improve agent workflow, reduce support costs, and speed customer problem resolution. RiverRun® gives you centrally managed request tracking for all incoming requests by phone, email, the web, & wireless devices, self-service online, knowledge management, email management, service level management, dynamic access to your LDAP-based corporate address books, automated asset discovery & tracking, live e-support, automated reporting, and more.
Virtual Call Center Benefits:
- 60-80% reduction in call center and helpdesk personnel
- 15-20% increase in successful first-time completion of field calls
- 100% return on investment in as quickly as six months
- Dramatic increase in competitiveness and customer satisfaction