Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Prepare for an At-Home Future - TTEC - ContactCenterWorld.com Blog

Prepare for an At-Home Future

Today's contact center model isn't what it used to be. Traditional operations are evolving to be more flexible with a remote workforce. Home-based associates will grow by 60 percent over the next two years, with much of the growth in retail and communications, followed by healthcare, insurance, complex financial services, and utilities, says research firm Ovum. And it's for more than just voice—at-home associates are conducting Web chat, email, and social media interactions.
 
There are many upsides: Those who have made the move home report reduced overhead costs, lower attrition, and higher associate quality and retention, Ovum adds. It's not a decision to be taken lightly, however. Many companies are hesitant, citing efficiency, staffing, and security concerns.
 
We understand it's a big decision. And we also know how to help make the case for your organization. Here are five ways to make the most out of an at-home contact center operation.
 
1. Enjoy the wild (volume) ride. The more flexibility you have in ramping up or down quickly with a variety of dispersed staff, the better you will be at meeting service levels and delivering a great customer experience. For example, we worked with a company who encountered call volume of 240 percent above its forecast. We efficiently scaled up with highly skilled at-home reps, leading to a 22 percent lift in occupancy. Service levels were met three times as fast as with brick-and-mortar staff, and associates received eight of 12 annual product line CSAT awards.
 
2. Solve the talent equation. There are no geographical limits to recruiting, so the quality of the talent pool automatically rises. You can find the best employees for both part- and full-time work from anywhere. And with an average age of 40 and an average work experience of 11 years, work-at-home associates bring professional and life experience to their work, along with higher educational backgrounds.
 
3. Stay safe and secure. In my experience, information security is always the top concern when talking to potential at-home clients. However, there are plenty of technologies, processes, and procedures in place to prevent any data missteps. The quality of home-based associates and continuous training on security protocols help keep information security a priority for everyone.
 
4. Be more effective and efficient. Using at-home associates adds much more value to a business (and customers) than traditional contact centers. Along with cost savings, there are opportunities to elevate the quality of customer interactions. One company we worked with wanted a cost-efficient solution for seasonal spikes using onshore associates. With a blended traditional and home job part-time staffing model, the company increased in-chair occupancy by five percentage points, improved service levels by approximately 8 percent, and was able to provide U.S.-based resources to support consumers while simultaneously saving $1 million.
 
5. Never stop learning…virtually. The options for employee training and ongoing learning are expansive. The reduced expense, compared to brick-and-mortar training, allows for more breadth and depth of training. They include one-on-one mentoring, online courses, cloud-based knowledge sharing, simulated learning, and differentiated tools for groups or individuals.
 
These tips barely scratch the surface of the benefits of going "home." Looking for more data and evidence to make the business case in your company? Download the TeleTech eBook, Success Begins at Home, and visit the TeleTech At-Home Resource Center to learn more.


Like this? Subscribe to our blog here.

Also, check out the most recent issue of our eNewsletter.


Related Content:

eBook: Success Begins at Home

Resource Center: TeleTech At-Home

Case Study: Leading Wellness Brand Gains Flexibility and Expertise with Remote Support Staff

 

Source: http://www.teletech.com/resources/blog/prepare-home-future

Publish Date: October 21, 2015 5:00 AM


2021 Buyers Guide Visual Communications

 
1.) 
Chatvisor

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 



View more from TTEC

Recent Blog Posts:
Beyond the Bot Buzz: Balance Humans and AutomationJune 2, 2017 5:00 AM
3 Steps to Harness the Power of Advanced Contact Center AnalyticsFebruary 13, 2017 5:00 AM
Is it Time to Toss Average Handle Time?November 10, 2016 5:00 AM
Greet, Love, Engage: Three Paths to a Stress-Free Live Chat ExperienceAugust 12, 2016 5:00 AM
Getting the Most From Customer SurveysJuly 21, 2016 5:00 AM
5 Customer Experience Metrics to TrackJune 1, 2016 5:00 AM
The Ins and Outs of Creating Closed LoopsMay 19, 2016 5:00 AM
Customers Don’t Care About Your Quality Assurance ChecklistsMay 2, 2016 5:00 AM
Answer Why Questions in the Contact Center to Improve OperationsMarch 14, 2016 5:00 AM
TeleTech Research Shines Light on Gaps Between Consumers and BrandsJanuary 21, 2016 5:00 AM

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =