A VoIP Alternative

Powell adds additional CSRs on demand, by providing Alpine with a staffing model that indicates how many reps he thinks he’ll need on a day-to-day basis. Rather than a traditional call center model that provides a fixed number of reps for the hired period, Alpine uses home-based reps who log in to the company’s system for only a few hours each day. If call volume routed from Vermont Teddy Bear is high, Alpine taps additional reps who are added to the system right away. If call volume dips, Alpine reps jump off the system, ensuring that Vermont Teddy Bear pays only for the reps it needs, Powell says.