Some of the biggest challenges faced by contact centers include exorbitant technology expenditures; a demanding and costly labor force; lackluster customer experiences; and challenges meeting service level objectives. Already successful in address the technology issues of the industry with Fenero, the award-winning team behind PodOne is on a journey to address its workforce management challenges by creating a decentralized platform for training, intra-network resource sharing, and automatic payment distribution.
Contact centers often pay hourly for representatives who are simply idle while waiting to handle customer interactions. According to Aberdeen, agents spend approximately 25% of their time in an idle state. In a standard 8-hour shift, this results in a loss of 2 hours per work day simply due to idle time. At a 100-agent contact center with an agent pay rate of $10.50 USD per hour, this results in approximately $546,000 lost to idle time per year.
Additionally, during peak seasons, the volume of interactions spikes and it becomes a hassle for a contact center to procure the necessary staff to handle the increased volume effectively. An increase in volume typically means an increase in call volumes at contact centers as customers reach support for various purchase-related issues. This leaves contact centers with the challenge of efficient hiring and scheduling for a busy season, while attempting to minimize their customer abandonment rate.
PodOne is a decentralized network of inhouse and remote contact center agents, pooling together to streamline customer and business interactions. Through PodOne, human resources are leased throughout the network in order to acquire the personnel necessary to service customers. The PodOne network creates a market of talent allowing for greater productivity and an increase in value produced by businesses.
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