The basic concept is simple and unique in the call center business. ECA’s clients have the ability to lease seats in ECA’s class “A” call center space in Austin, Texas.

A "Lease Seat" is defined as a dedicated workstation including computer, monitor, telephone headsets, internet bandwidth at T-1 speed and PSTN provisioning, telephony and other necessary hardware and software required for an outsourcer’s clients to operate effectively and efficiently in the performance of their live and interactive inbound and outbound call center solutions. The outsourcer is responsible for providing and maintaining the Lease Seats. For each Lease Seat, the call center shall make available the use of the ACD, utilizing CTI (if appropriate) or Predictive and Preview Dialing. Application development for the ACD and IVR is included with Lease Seat, however any modification that requires an outside consultant shall be passed on to client at cost.

• The outsource provides programming resources for scripting and report design.
• The outsourcer provides technical and desktop support for its own computer networking, hardware and telephony.
• The outsourcer providea to its clients, at its request, supervisor’s stations, including all items listed in (a) above. The supervisor’s stations shall also include enhanced Telesets (IP Phone). CMS software shall be provided to client’s supervisors on a one to fifteen workstation ratio of supervisors to agents.
• Client shall have access to real time review of agent statistics, project status, monitoring and whisper coaching functionality.
• The outsourcer provides a client adequate training space and the technical ability to conduct remote monitoring. The outsourcer provide training for client on the ACD and IVR.
• The outsourcer will make available to client Project Management and Call Center Expertise within their current staff.
• Client shall have access to all common areas including the training room, conference room, library, and kitchen areas.
• The outsourcer shall make the Lease Seats available twenty four (24) hours a day, seven (7) days a week.
• Client shall provide its own supervisor(s) and agents for projects where the outsourcer is providing a Lease Seat.

Bottom line:

• One stop shopping for an entire corporate call center solution.
• One monthly invoice for all of these services.
• ECA’s clients have full access to ECA’s facilities, ECA’s robust telephony- ACD (Automatic Call Distribution), IVR (Interactive Voice Response), CTI (Computer Telephony Integration), Voice Recognition, Predictive Dialer, reporting software, projectors, copy machines, and fax machines.
• ECA clients use their own employees to receive incoming customer calls or make outbound calls and ECA employees handle the rest behind the scenes.