| At-Home Agents |
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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 in 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.
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| 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 |
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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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