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

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Sefanaia Silimaibau
Supervisor Quality Assurance & Trainer
286
MEMBER
Heriadhi Waskitho
Quality Auditor
21
MEMBER
Joel Jesper Alino
Vice President for Business Development
69
MEMBER
Joseph Cheng
President
43
EXECUTIVE MEMBER
Mezy Fadhila
HSSE Supervisor
80

Article : Do Home Agents Really Work?

The popularity of home based agents is gaining momentum and may one day serve as the alternative to outsourcing. But the views on the effectiveness of home-based agents are still mixed with skepticism. Will in-house agents ever be replaced with a network of agents working from home? Industry experts share their views.

Christine Corelli
President
Christine Corelli & Associates Inc.
United States

"It is difficult to find home based employees who have a strong work ethic. In addition, working in a team environment is critical."

 
Dave Kielkucki
Consultant
SCC Services Group
United States

"At Home Agent Networks bring many benefits to companies. The ability to build a "flexible" organization through the utilization of a team of At Home Agents is cost effective and also gives call center organizations a business continuity solution without the need to build a second "brick and mortar" facility. Today's contact center technology offerings allows for easy management of this agent population. In today's world of $4.00 plus for a gallon of gasoline, companies can offer an At Home Agent solution to their current workforce which can be a determining factor of an agent leaving the company to find work closer to home."

About SCC Services Group

In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are ask... (read more)
 
Anupam Govil
Ceo
Avasant
United States

"Various surveys have demonstrated that at-home agents are just as productive as their on-site counterparts and in some cases they actually had higher productivity. According to a recent survey by Five9 Inc (see graph below), only 15% said that at-home agents were less productive. Questions of productivity for home-based agents clearly have a subjective aspect. There is usually a strong perception on the part of senior management that home-based agents are not as productive as on-site employees. Remote agents need to be managed as if they are in a virtual call center by using collaborative and other communications tools. Regular web conferences along with call-monitoring software can ensure that they are truly an integrated workforce and can deliver the right quality and productivity. Finding quality agents is a major challenge as face-to-face interviews may not always be possible. So hiring managers need to be able to assess skills via a phone interview and ensure that agents have access to reliable broadband connections as well as hardware/software needed to handle the work in a secure and private environment. The primary issues limiting the growth of the at-home agent trend seem to be concerns about the remote management of people and their environment. Call center decision-makers should therefore look carefully at monitoring and recording tools that can address these concerns. As the home-based agent model becomes more widespread, these tools will continue to improve and new ones will come to market. Clearly some success stories like Jetblue and others have made Home-based agents a viable option especially when seeking high-touch customer service."

About Avasant

Avasant is a global management consulting firm headquartered in Los Angeles and advises private and public sectors in many parts of the world.
 
John Torres
Sr. Vice President
American Stock Transfer & Trust
United States

"An agent working from home will only exaggerate their work ethic that is displayed in the office. A good agent, will worker more; while a relaxed agent will work less."

About American Stock Transfer & Trust

American Stock Transfer and Trust Company is a large independent stock transfer agent in the United States.
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
  Company Blog   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Have Some Fun

Read today's tip or listen to it on podcast.

Published: Thursday, July 23, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Surveys

 
1.) 
Pointel

Survey360
Pointel Survey360 is a closed-loop feedback solution designed for business users to create and manage surveys. It is equipped with the ability to capture and analyze data in real-time.

Survey360 provides a competitive edge that improves our customers' business strategy with actionable intelligence. In addition to the details in the surveys themselves, Survey360 enables users to generate interactive reports on demand even without the hassle of coding to interpret their customers' feedback and translate survey results into improvement recommendations.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5660 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =