Low-Volume Hours Just Became More Profitable

PodOne enables your call center to profit during off-peak hours.

As any manager or employee of a call-center can tell you, low-volume hours are a frustrating part of the business. They’re a surefire way to bore customer service agents and frustrate upper management. This leads to high levels of workforce turnover and the occasional conflict between employees. Low-volume hours also mean managers struggle to predict staffing needs to properly maximize productivity and revenue. For the most part, these lulls are recognized as an unfortunate part of the industry with no real solution — until now.

The answer comes in the form of Qubicles, an online platform that connects call centers and outsources employee free time when centers require extra assistance during peak hours. Qubicles also provides virtual training materials to ensure agents are up to snuff on technical details and service requirements for different companies. This means that the valuable time your agents typically spend waiting for a call can be sold to other call centers who need extra help to handle peak hours.

Take this scenario for example. Grace runs a call center with extremely slow hours during 3–6pm. On the other hand, Roy’s call center experiences peak activity during similar hours. Grace can put the free time of select employees up for bid, reverting incoming calls to her other available employees. Roy can review Grace’s agents and choose which to hire in hourly increments. The extra calls he gets during those busy hours go to Grace’s agents. Roy avoids bringing in an extra employee each day to accommodate those few hours and Grace can profit when her employees are hired.

The best part? Your employees are also rewarded through the platform. Good Customer Satisfaction (CSAT) scores, Handle Time, and other factors result in a financial reward of cryptocurrency that can be exchanged for cold hard cash.

Both call centers and employees are rewarded, thanks to PodOne.

Qubicles is still in its early stages, but it’s set for beta soon. There’s no doubt that upon arrival, the impact this network could have on the call-center industry is tremendous. Check out all the details on the whitepaper.

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