I have two former collogues who are in the process of starting up payments technology services. In each case, their business plans are aggressive with high third year customer base expectations. However, now they are dealing with relatively small call volumes.
Both start-ups have proprietary platforms. They are secure because they handled payment transactions to load the payment vehicles, can be accessed by secure intranet, and are sophisticalted enough to allow a non-technical associates to manage most customer service and level one technology issues.
Both individuals are shy of overinvesting in traditional IVR and call center infrastructure at this time. In our discussions we have discussed the use of "at home" associates that may provide call center like services for multiple clients.
I have committed to developing a transition plan from start-up to full, world class quality, call center requirements based upon their business plans and service requirements, but lack a lot of pratical information on using "at home" contractors. Any information would be appreciated.
FYI - Both friends commented that in their search for call center capability, they found very little information or interest. This might be an interesting idea for someone to consider.