Contact Center On-Demand Platform and Technology Security and Compliance Services FAQs

FAQs

Specific Home Agent Questions

Does Echopass support work at home agents?

Yes. Many of our customers have at home agents, some customers are completely at home based. With Echopass, work at home agents use the same technology as agents in the contact center.

Echopass customers can locate agents in multiple sites, on shore, off shore and at home.

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

Echopass requires that at home agents have a suitable laptop/PC computer on which the Echopass EchoContact softphone application can be installed.

Home agents will also require an Echopass 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 SPOC not directly to the remote agent.

What are supervisor monitoring capabilities in terms of home agents?

Echopass supervisor tools, called EchoInsite and EchoPulse, view all agents the same, 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 in terms of home agents?

Supervisor reports view agent logins the same no matter the physical address of that agent. Reports showing agent calling activity and agent state will track at home agents as if they are in the contact center.

This is one of the primary benefits of the Echopass Software as a Service contact center model.