Abstract: A method for distributing a customer-initiated call placed with a contact center to one or more remotely located agents trained to service calls for one or more contact centers comprising the steps of receiving the call at a contact center; deriving an array of caller information; transmitting the array of information to a coordination center servicing one or more contact centers; identifying at least one remotely located agent trained to receive said call; directing the call to the agent; tracking the number of calls received by the agent for said contact center and providing payroll services for the contact center; maintaining records of each customer-initiated call and providing the records to the contact center; establishing simultaneous communication between the coordination center, the agent and the contact center; monitoring the communications in the call and providing access to the contact center; and the contact center rendering assistance to the agent.

Abstract: A method of scheduling remotely located call center agents comprising the steps of connecting a call center client and a remotely located call center agent by telephonic and digital means. A posting server having a scheduling database is connected to a voice switch handling telephonic communications for the agent. A client-user terminal interface is utilized for posting one or more available time-slots in the scheduling database for accepting a customer-initiated telephone call. An agent-user terminal interface for displays the time-slots in the posting database to the agent who accepts one or more available time-slots through the agent-user terminal interface. The posting server then determines if the agent is authorized by the client to provide call center service and, if authorized, marks the time-slots accepted by the agent as unavailable.