The Remote Service Manager provides the functionality of a highly sophisticated Call Centre without the traditional restraints of Automatic Call Distribution Systems (ACDs). With the flexibility to locate agents and supervisors anywhere, the Call Centre can be distributed across several offices or homes. The Call Centre operator can make substantial office savings and the pool of available talent, from which agents are recruited, is no longer restricted to those living within commuting distance.
The principle behind RSM is simple; the system extends the office, or Call Centre, to remote offices and homes. By intelligently managing the routing of calls and computer networking, RSM allows a remote worker to be part of the same system as workers on a new or existing system.
GemaTech`s Remote Service Manager (RSM) is a powerful, flexible and fully scaleable (5 - 30,000 concurrent calls) remote automatic call distribution system (ACD) which effectively enables the call centre to travel to the skills base rather than force the skills base to the conventional call centre whilst providing comprehensive remote monitoring and management capability.
Remote Service Manager
The GemaTech`s Remote Service Manager lets you route calls to skilled staff wherever YOU want to site them or wherever they want to work from. Whether you want to route calls to remote offices, teleworkers or across multiple Call Centers, the RSM lets you manage remote locations as if they were one.
Using dial-up connections to your agents` phones, RSM delivers a Virtual Call Center or Help Desk, which your customers perceive as one highly professional operation - whether your agents are working at home, on mobiles, or in a number of distributed offices. The RSM effectively creates the environment for a truly global Call Center. In short, the RSM is a highly sophisticated ACD system, designed from the ground up for remote workers.
If you have a temporary need for more staff, RSM can work in parallel with your existing call center to direct your customers to temporary sales staff or teleworkers.
If you need to add Automatic Call Distribution (ACD) to your existing telephone system the RSM can provide high-end ACD functionality at a low end price.
Leading-edge technology means that the agent`s location is invisible to your customers, who just appreciate the swift response and efficient customer service you provide.
Traditional Call Centre
By intelligent use of the standard telephone network, The Remote Service Manager extends the office phone and computer systems to remote homes and offices whilst providing the functionality of a sophisticated ACD. This does not simply reduce the need for traditional office space but can completely remove the need for a central office creating a true ``Virtual Office or Call Centre``
The Virtual Office
The Virtual Office shows a typical RSM application where the entire Call Centre is ``virtual`` requiring no central office but tying workers together in an intelligent, managed, fashion.
As the connection to remote workers is over standard telephone connections, rather than expensive dedicated fixed links, telephone costs are kept to a minimum. RSM further reduces communications network costs by only creating a telephone connection as and when it is needed thereby extending
To manage and supervise remote workers, RSM includes a full set of supervision, management and scheduling tools. Under the Remote Service Manager any operation is able to take full advantage of the flexibility of remote workers whilst retaining control over personnel performance.
A powerful aid to sales success
RSM has many advanced features to ensure that all phone calls are successful both for your customer and your company. Calls can be routed to your very best sales people first. And calls can be distributed to each customer`s own regional area, to provide the benefit of familiar accents and local knowledge.
With easy to read graphics analyzed on a spreadsheet or via the Internet, you can set up individual call plans for each agent, specifying which times of day they are available to take calls and when they are not.
Cost effective and scaleable
The RSM system connects to your agents` normal telephones or mobiles, using dial-up connections rather than leased lines. So there are no fixed costs and your remote services can be up and running in no time.
One RSM supports up to 2048 home workers or agents and can receive up to 120 simultaneous calls per unit. More RSMs can easily be linked together to accommodate more agents as your business grows.
Remote access facilities for diagnostics and configuration further minimize the costs of your company`s geographical distribution.
Advanced call centre management
RSM`s management information screens are very easy to use, to help you ensure that your agents are answering calls as they should and that your company`s resources are operating at maximum efficiency. Live call statistics are available for both incoming and outgoing calls and call statistics can be viewed as easy-to-read graphics or analyzed on a spreadsheet.
Different sales areas or cost centers can be serviced by different call-in numbers and information to assist your agents such as CLI, sub-addresses, and network addresses is passed to the agents` equipment.
Remote diagnostic facilities allow you to manage the RSM from any remote site.
For companies of all sizes
GemaTech`s RSM is fully scaleable and can provide a Virtual Call Centre/Help Desk for as few as 5 simultaneous call seats up to a maximum of 30,000
You can benefit from the cost advantages of RSM whatever the size of your company. Large companies appreciate RSM`s ability to match a complex mixture of resources and needs. Smaller companies benefit from the cost-efficiencies of a teleworking operation and RSM`s use of dial-up connections.
Stay one step ahead
RSM is the breakthrough that makes the virtual call centre a practical reality. Take advantage now, and stay one step ahead of the competition.
Business Benefits
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Individual End User management removing the need for a conventional (and complex) PABX to have to be re-programmed to affect call plan changes.
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Flexible ACD functionality allowing a manager to monitor an invocation `real time` and to manage the situation the situation by making changes to the call plan - all as the `disaster` unfolds.
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Ability to effectively and seamlessly distribute 100% of incoming calls to 100% of employees who may be re-located anywhere to work (probably at home) in times of an invocation.
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Ability to share a system across multiple users making it ideal for bureau service offerings or as a service enhancement from telephone operators.
