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.


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Hatch, I believe I can be of assistance to you in regards to your colleagues implementing a Virtual Contact Center. Please feel free to call me and I would be most happy to share some thougths in regards viability, required technology and virtual processes that need to be taken into consideration.

Best regards,

Dave Kielkucki
Cell; 954-444-3668
Office: 954-255-8437

Thanks for the response. Give me a few days and I will get back to you.

Hello Akin: Your project sounds interesting. We were involved with a company a few years back who were cutting and bleeding edge. They had a solution to enable virtual Reps to work anywhere that Broadband Internet was available. They built a state of the art solution (cost $900k Cdn). It would handle all multi media contact (in, out, email, pushing URL etc). The Rep would dial into the solution, enter a password and be connected to the queue through IP, all ACD functionality was made available to the Rep. I believe the solution is available for a song!

Let me know if you have any interest in discussing.


Don Rudman
Senior Partner
Productivity Partners Inc.


Thanks for the reply. Give me a few days to get back to you.

Hi Hatch,

I'm a huge advocate of the work at home call center model and work with businesses to build and execute their plans. I just finished a whitepaper that outlines the tools and considerations necessary. As usual, Project Management 101 rules apply and are not discussed in detail. I can also give you some ideas about multi-channel and technology platforms if you need assistance with them. I chose not to list any in the whitepaper so that it is vendor agnostic. I hope you find this useful!

Best regards,
Pam Dodrill

I appreciate the white paper and would like to discuss it further. As with everyone, give me a few days and I will contact you. I am looking as much for experience and process as I am solutions.

Pam, your white paper was very informative and well written. I am sure that companies investigating the at-home agent model would benefit from reading it as part of their research.
Dear Hatch,

Yesterday I attended a webinar about this exact topic. This person has an electronic book that has all the details of what worked for her organization. Very interesting! All the chapters are listed on her website and that should help you decide if this is what you are looking for.

When I tested a WFH program overseas a couple years ago, there was a lack of information out there as well and we just had to try the hard way. There are a lot of huge tech companies out there but very little information on how to actually pull everything together. They seem to only be experts on their product. I will enclose the website address that I think will get you started

Good luck,
Good Morning Hatch,

Rather than having your friends invest in the infrastructure needed to operate a world class call center, have you given any consideration to them outsourcing their needs? Depending on their call volume, our company can offer an onshore solution and utilizes both in-center representatives and also remote representatives. In addition, through our hosted technology, we have the ability to scale up or scale down depending on our client's needs.

I'd be happy to speak with you further about this or answer any questions you may have.

Best regards,

Greg Augustyniak
VP Strategic Workforce Management
Contact Centers of America

Thanks for the reply. I believe, should their third year business plan forecasts be realized, they will need a full call center support. The issue I am faced with now is how to economically transition from a few calls to thousands.

I would still like to discuss it with you in a few days if that is ok.


I used to do this, help customers transition to WAH setups, while I was at Gartner. I may be able to help, depending on what you need and when.

Just let me know specific questions and we can talk. I found that most underlooked areas, and potentially more problematic, have to do with local ordinances governing zoning, workers comp and related, and legal issues that arise. There is also the issue of data privacy and compliance that comes up in some areas. There are too many things to consider, but we can talk about those and see where it goes and what you need.

Just send me an email at the address below if you need assistance.

Esteban Kolsky

Thankyou for your response. I will need a few days to digest the responses I have receive. I will email you sometime next week to set up an interview.



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