The advantages of working from home or endless, especially one has a disability that limits them to the confinements of their own home or for those who need the freedom to be able to walk about.
Contactual’s (News - Alert) Contact Center solutions tie together all customer communication channels (phone, e-mail, Web chat, voicemail) and provides a variety of metrics and productivity tools.
Direct Interactions, an outsourced call center provider that specializes in hiring Americans and veterans with disabilities as agents working from home in the U.S. The company provides enrollment management and support for clients in the higher education and eLearning industry.
Looking to for a cost-effective solution that would also increase productivity, Direct Interactions was looking for a call center solution that would meet very specific criteria.
- Easily adaptable to people with disabilities who would be working as agents
- Flexible connectivity to allow its agents, working from homes nationwide, to be connected via either Voice over IP (VoIP) or hard line phone systems
- Record live calls and training sessions that could be used again to remotely train new agents as the company ramped up with new clients
- Integrate with NetSuite’s (News - Alert) Customer Relationship Management software (CRM)
Direct Interactions decided on Contactual’s virtual call center solution. Readily adaptable for people with disabilities, Contactual makes it easy for the Direct Interactions team to work from home. People with disabilities are often loyal and hard working employees. Hiring Americans with disabilities reduces turnover, reduces training costs, and improves customer service for Direct Interactions’ clients.
“We obtain a significant business advantage by hiring people with disabilities as call center agents. The way Contactual is built enables our people to work from home. For us it’s all about making the job enjoyable for our employees and creating long term careers for them. Contactual is easy to use, it performs wonderfully, and our agents have gotten up to speed very quickly with Contactual,” Jonas Nicholson, Executive Vice President, Direct Interactions
Direct Interactions chose Contactual as its virtual call/contact center solution because of its adaptability for people with disabilities, its flexible connectivity, its recording capabilities, its integration with NetSuite’s CRM software, and its pricing.
Nicholson added, “Since Contactual is easily adapted for people with disabilities, it makes it easy for us to hire them. As a result, we can recruit from a large, hardworking and technically savvy labor pool. That’s been one of our secret sauces for success!”
Explore the Contact Center Software channel to learn more about how contact center software cost-effectively streamlines customer interactions, reduces frustration and boosts loyalty, resulting in long-term profitable customer relationships.Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.
Edited by Jessica Kostek