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FAQs

Remote Workers and Work at Home Agents

Does Echopass support remote worker at home agents?

Yes. Many of our clients have at home agents and some clients are entirely at home or remote worker based. With Echopass, work at home agents use the same technology as agents in the contact center.

Echopass clients can locate agents in multiple sites, off shore and at home while retaining full supervisory visibility to the entire operation regardless of agent location.

With Echopass, what is required to set up a home agent?

Echopass requires that at home agents have a suitable laptop/PC on which the Echopass EchoContact softphone application can be installed. Home agents will also require a VOIP phone, a 100Mbps router, and locally provided DSL or Cable Internet service with consistent bandwidth.

Once an authorized contact center manager securely provisions home agents, Echopass provides the home agent interface via a simple software download and installation wizard which agents complete at their home agent location. There is no requirement for any technical personnel to visit the home agent location for set up. Support is provided through a corporate Single Point Of Contact (SPOC), not directly to the remote agent.

What are supervisor monitoring capabilities for home agents?

Echopass supervisor tools called EchoInsite and EchoPulse, view all agents consistently whether they are on-site or at home. These tools provide universal visibility for the supervisor into how effectively contact center agents are able to serve customers.

What are supervisor call reporting capabilities for home agents?

Supervisor reports view agent logins in the same fashion no matter the physical location of that agent. Reports showing agent calling activity and agent state will track at home agents as if they are in a brick and mortar contact center. This is one of the primary benefits of the Echopass cloud-based contact center model that can distribute calls to any location worldwide and be centrally managed and viewed via an Internet connection.