Originally Posted by
BRITINJAPAN4
And how many of them have the required skills, or access to the tools needs, knowledge needed? can systems handle more operators, its not as easy as just asking another 100 people to "help out "
in addition, the call centre agents have to be trained and monitored on PCI compliance for handling credit cards. They can’t just use any workstation either, it has to be a controlled workstation that is PCI certified. Although many agents are setup for home use with specific workstations, those in the on site call centre are restricted to a secured area. In principal these days if the agents are handling credit cards, you can’t just take any employee and put them on a PC to meet a higher demand level, you need to properly invest in dedicated agents, work areas and equipment.