An outsourced call center thrives on bringing more clients into their sites. As they ramp even more, lack of seats and allocating them between clients is a challenge for workforce and facilities. It is ideal that we utilize 100% of the seats to increase profits.
One simple solution that IT groups have done would be to install KVM switches.
Wikipedia defines: “a KVM switch (with KVM being an acronym for Keyboard, Video, Mouse) is a hardware device that allows a user to control multiple computers from a single keyboard, video monitor and mouse. Although multiple computers are connected to the KVM, typically a smaller number of computers can be controlled at any given time.”, Wikipedia, KVM Switch.
Most centers operate 24 by 7 so this is a good solution when you need to service a client during the day and a different one at night. Production seats have always been a priority so you need to sacrifice the support group’s space. This is yet another way of ensuring you schedule your workforce, training and QA groups to share the space over a 24 hour period.
KVM Switches Online is just one among the many vendors that sell them.
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