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Telemarketing company SMART launches new home-worker virtual call centre service

Telemarketing company SMART launches new home-worker virtual call centre service Telemarketing and inbound/outbound call centre company SMART, has chosen technology from LiveOps (News - Alert), the leader in cloud-based contact centre technologies, to help it extend its traditional bricks and mortar call centres into a new generation of virtual contact centres. The ‘LiveOps On-Demand Contact Center platform’ will help SMART work with and manage home-based contact centre agents working flexible hours from potentially anywhere in the country to service its business which includes telemarketing, telesales, appointment setting and customer service and call handling.

Deploying 'LiveOps On-Demand Contact Center Platform' supports the company's strategy of being able to offer customers more flexible resourcing solutions against their brief. It complements SMART's existing physical contact centres services offering highly availability and reliability.

Tapping into a Bigger Agent Workforce Pool Delivers Higher Quality Customer Experience As the market for contact centre activity is changing, so too is the requirements of customers. They are becoming more specific and discerning in their needs and are interested in highly skilled agents with a very specific skill set – whether it be a skill set required by an agent to set up high-level sales opportunities for a blue-chip company as or a linguist with insight into a particular niche sector. With ‘LiveOps On-Demand Contact Center Platform’ SMART is not constrained by its physical location and is able to recruit and resource from any location ensuring it can offer not only the best service to customers but also extend the types of business it is able to take on.

Commenting on the use of the 'LiveOps On-Demand Contact Center Platform', Simon Carter chairman and CEO at SMART said: "We are committed to being able to offer our customers more choice in the ways we are able to service their business as well as employees more choice in the way they work. By having an additional approach to physical contact centres we are able to look at working with different types of customers who may be looking for a more focused project or something that doesn't conform to the usual working hours. The ability to offer this kind of flexibility and blended service between fixed and virtual call agents is a great opportunity for us – we're seeing customers wanting to enhance their telemarketing and lead generation strategies so the move to being able to offer both a fixed and virtual model is an important one." Carter added: 'We investigated the various options for introducing a virtual model and the technology from LiveOps stood out as the choice for us. It's proven in the U.S. with a wide range of companies and is clearly a robust solution that will support our ability to deliver the highest quality of service to our customers, regardless of the agents' location."

Source: http://www.tmcnet.com/