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At-home agents
 

At-Home Agents

 
 
Some of the reasons are economic agents no longer need to spend money to drive a center, and the center doesn't need space to house them. Also, attrition has an economic component. It's not unusual for call center agents to experience over 50 percent turnover each year. The cost of hiring and training a single new agent is close to $15,000. Studies show that agents who work in more flexible virtual contact center environments experience less stress and greater satisfaction than their counterparts who work in traditional call centers. This, in turn, reduces turnover.

Some reasons are skills-based. With at-home agents, your recruiting pool isn't limited to the local geography. You can hire the right skills without regard to location. Other reasons are lifestyle agents can work as many hours as they want, tailored around their (and your) schedule

NexxPhase Customer Interaction Manager is ideally suited for deploying and managing at-home agents. With a native Internet Protocol (IP), all an agent needs is a PC, Internet connection and a Browser to be productive. We set up a virtual private network connection to their house, and can see them as a resource just as if they were in the contact center, and provide them coaching, mentoring and supervision d to be productive.

 
KPI Better or Worse Vs. In-house Drivers for Variance
CSAT Better Agent Profile
ESAT Better Home-based / self-scheduling
Selling performance Better Agent Profile
Occupancy / Productivity Better Agent Profile
Attendance Better Agent Profile Less effort to get to work
Avg. handle time Short term worse Long term - comparable More selling, less supervision, technology adaptation
 
The use of at-home agents is no longer a curiosity, but a critical part of a modern outsourced call center or enterprise support center. Companies are housing agents in locations around the US and around the globe, having conquered any concerns regarding training, security and management.

In short, you get better educated agents, with more skills, which stay with you longer, for less money.
 
 
 
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