My Twinn - The Web-Telemarketing Connection

A Better Back End

To ensure that agents have strong computer skills and are comfortable using the technology, Alpine Access conducts all training via the Web in virtual classrooms.

On the operations side, Hickert finds using the Web as a call center facilitator allows her to communicate quickly and easily with agents when she has product or Web site updates; instead of mailing hard copy that doesn't impart enough information, she gets to show agents in advance the same depiction of a new product that customers will see later on the site or in the catalog.