The increasing number of Home Based Call Centre (HBCC) agent has enhanced its operations with the latest implementation of IPscape's software-as-a-service call centre solution. The IPscape solution made the operations simple. It has improved the efficiency of the agents and it has enabled gainful scalability of the business in Brisbane. HBCC was founded two years ago. It was known as the brain kid of Matthew Saunders, the CEO and a 15 year call centre expert who works with home brand names such as Qantas, Telstra, Westpac, Salvation Army, News Corporation, Fosters, Fonezone and BigPond.

According to Saunders, they have home-based agents all over Australia. For him, functioning from home is a way where agents feel more relaxing and less stressed; also commute time is not a difficulty. This resulted to happy and productive agents. But the consequence of this type of business is the management and supervision needs. Distant control of software can give a problem because the software must be used to regulate the voice setup of an agent's computer so that changing levels of agent’s computer literacy can be surmounted. At first, agents are cautious in the use of the new system but once they have learned it functions they will value its user friendliness and manual processing will be trim down. In the implementation of IPscape solution, agents used their home telephone in manual basis by distributing call list which was modified in reference to call results. The results will then be transferred at the end of the day or by employee’s shifting schedule.

The agent must submit the list of calls for reimbursement which requires more manual dealing. The company needs a tremendous technological communications as the groundwork of their home based business plans. They also plan for aggressive compressed timetable without sacrificing functionality for speed. Saunders added that the usual call centre platforms took months to level-up successfully but not IPscape because it can convey its transactions in just a few days. IPscape solution is a Software-as-a-Service (SaaS) business wherein software and telco package was offered into a distinct pay-as-you-use cost. Here, your calls are billed per second following the standard cost in Australia. This allows home-based agent in Brisbane to call a client in Fremantle which implies cost efficiency on the part of an agent in Perth. [via]