Sky-click: Skype-based Call Center
In this techcrunch article about creating a fully outsourced Skype-powered Call Center called Sky-click, there is some interesting comments on this new addition to the Skype-conomy. This service, built with the Skype API, allows subscribers to setup a fully web-based outsourced call center. The techcrunch describes the services as:
This call-center has all the important features you could expect from a professional solution: time management, availability of collaborators, call dispatching, waiting background music, feedback management (below a few exclusive screenshots)…
It has been designed for any kind of corporations whether big or not. Although I am not sure big guys will be first to rush on that solution , I believe that Sky-Click is quite fine for medium and small size businesses searching to reduce operational costs without compromising on customer care policy.
Of course calls are free for end users and for corporations service is much cheaper than any solution available on the market: about 10 USD/ months / collaborator.
How will this possibly affect the call center economy in the Philippines? In the last few years, the call center economy in the country has been consolidating with a few major players. Can this allow smaller players to re-enter the game? Will this emulate the similar move by the Medical Transcription firms who are tapping home-based workers?
August 22nd, 2006 at 12:56 am
[…] In my previous blog entry about this, I speculated about the possibility of creating an outsourcing eco-system around this service. With the initial run of features, this service can definitely enable smaller call centers to make a comeback. First of all, not much capital is needed to enable this service. Second, it makes it easier to setup and teardown call centers based on market demand due to the fully web-based nature of the infrastructure. Third, companies can initially start by handling the call centers themselves. Later on, they can easily outsource it or even take it back if there are problems. This definitely makes the market more fluid. Maybe Sky-click can even enable a value-added service of tying agents will potential call centers? […]