Alpine Access calls on ePath learning to train virtual call center staff.

As Alpine Access, Inc., a provider of outsourced call center solutions using home-based agents, continues its pursuit in trying to establish the "Virtual Call Center" as the primary contact center model, it relies on ePath Learning's online technology to train its 3,000 home-based agents. While offshore call centers are growing more popular, many organizations are concerned about the ability to properly serve customers and build productive, long-term relationships, as well as the economics. The virtual model is actually a home-based agent. The virtual call center model is meant to lower attrition and raise agent loyalty. Training and routing calls to decentralized agents domestically or overseas is an example of the way in which the Web affects call center operations. This is most relevant in the question of how to rapidly and effectively train geographically dispersed independent agents, while testing and validating their knowledge before putting them in front of customers. This online technology, ePath Learning, combines a database management system with the Internet's reach, enabling the Alpine Access training team to create and deploy courses and tests to agents quickly, sometimes within days.

www.epathlearning.com/

www.alpineaccess.com