CallFire

The CallFire team will be manning booth # 319 at IT Expo West next Tuesday Sept 1 – Thursday Sept 3 at the Los Angeles Convention Center. Come by, talk to us, learn about our products, and get to know the team.  We will also have give-aways, so come by and see what we have!

This is a guide for those weeding your way through the agent session statistics report.  The following descriptions will allow you to understand what the different columns mean on your output report.

ID : A unique Agent ID code given at the time of an individual Agent’s login

Campaign ID : A unique six-digit number assigned to the campaign

Phone Number: The agent’s phone number that they use when they log-in the CallFire system.

User ID : A name or email address of the Agent that logged in

Logged In : The time that the Agent logged into the campaign

Logged Out : The time that the agent logged out of the campaign

Calls : The number of calls that the Agent dialed

Duration : The total time in seconds that the Agent logged in

Calls (Sec) : The total time that the agent was on a connected call (in seconds)

Avg Call (Sec) : The average  duration of each call (in seconds)

Resp. Time : The total time that the Agent spent on response entry

% Response : The percentage of time that the Agent spent on response entry

% Talk : The percentage of time that the Agent was connected on a call

I spent this Sunday afternoon at Eco Fabulous in Newport Coast. My interest in the relationship between tech & sustainability, got me here.  Green conferences like Opportunity Green are pushing businesses to embrace sustainable business practices, while outlining the business benefits of doing so. A homesourcing analysis by IDC forecasts 300,000 ‘homesourced’ workers in the U.S. by 2010. It’s no wonder Cloud Call Center platforms like CallFire are considered serious players in “Green Tech”.

Cloud Call Centers and Hosted IVRs seem to be the #1 way to reduce the overall carbon footprint of your call center or small business workforce.

Reduce emissions by hiring from home

The average US call center agent commutes 24 miles via automobile.
In a 50-week year, this agent will account for 6,000 miles/yr.
The average agent carbon footprint is about 2 tons of C02 each year!

Slash call center startup costs & reduce waste

The average call center requires 130-200 square feet per agent.
Agents require a PC, telephone & high speed internet connection.*
A 100-seat call center can save 168,000 kWh/yr by homsourcing.
*Note: Utilizing idle computing hardware seems to be a green trend.  Watch “The Story of Stuff” with Annie Leonard.

Cloud Call Centers lead to happy agents

Improve employee satisfaction by reducing commuter costs, reducing parking frustration & vehicle wear.
Hire the best agents anywhere in the world, while targeting low-cost geographies.
Increase agent productivity & decrease sick-leave as it did for Holland America Cruise Lines.

Now that Cloud Call Center agents can use their own home office, PC and internet connection, the barriers to develop call centers for the enterprise and SMB markets are reducing quickly.  With $0 hardware and no recurring infrastructure costs, hiring from home is both sustainable & preferable to most US business owners.