Welcome to Qubicles, a Decentralized Network of In-house and Remote Contact Center Agents, Pooling Together to Streamline Customer and Business Interactions Qubicles Follow Oct 10, 2017 · 3 min read

Welcome to the Uber for Contact Center Staffing

Some of the biggest challenges faced by contact centers include exorbitant operating and capital technology expenditures; a demanding labor force with costly recruiting, training and recognition programs; lackluster customer satisfaction (CSAT), customer dissatisfaction (DSAT), and net promoter scores (NPS); as well as service level challenges meeting first call resolution (FCR), average speed of answer (ASA), and average handle time (AHT) goals.

Fenero, the award­ winning team behind Qubicles, has spent the last decade in the contact center industry working on solving some of its technical challenges while lowering costs, with a high degree of success. With Qubicles, they are embarking on a journey to address the labor issues of the industry by creating a decentralized platform for training, resource sharing, and automatic payment distribution.

The Qubicles network solves two significant labor force problems affecting contact centers today. The first problem is the issue of excess capacity in the form of agent idle time. According to Aberdeen, agents spend approximately 25% of their time in an idle state. In a standard 8-­hour shift, this results in a loss of 2 hours per work day or 10 hours per 5-­day work week simply due to idle time. With an agent pay rate of $10.50 per hour, at a 100 ­agent contact center this results in approximately $546,000 lost to idle time per year.

The second problem solved by the Qubicles network is the problem of variable staffing. According to emarketer.com, US retail e-commerce sales increased by 17.8% during the 2016 holiday shopping season. An increase in sales typically means an increase in call volumes at contact centers as customers reach support for various purchase ­related issues. This leaves contact centers with the challenge of efficiently hiring and scheduling for busy seasons, while minimizing abandonment rates.

How it Works

1. The Qubicles network is built on blockchain technology -­ a secure, public ledger of transactions that cannot be altered once recorded. In Qubicles, it is used to facilitate payments amongst resources within the network using a token called Qubicles. Members of the network use Qubicles as the sole form of payment for activities and transactions.

2. There are two principal actors on the Qubicles network -­ Employers and Agents. Employers post work requests on the Qubicles network, along with a set of qualifications for the position. Agents are contact centers or independent contractors specializing in providing customer service, sales, or support and provide the talent necessary to make the ecosystem operate.

3. Employers create smart contracts to act as automated employment agreements between themselves and the Agents they hire. Upon fulfilling the terms of the agreement, an Agent is automatically paid by the Employer in Qubicles in accordance with the rules of the smart contract.

4. To help deliver high quality customer service to consumers, Agents must attend various free or paid user­-generated courses in Qubicles University, an e­learning platform on the network that offers a myriad of essential skills.