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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
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Today's Tip of the Day - A Question For Your Agents

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

Related Editorial

Published: Thursday, July 23, 2009

Printer Friendly Version Printer friendly version

2023 Buyers Guide
Get Listed
Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.
2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.
3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
4.) 
Synthetix

Chat
Chat, Synthetix’s multichannel live chat solution offers customer support in real-time, driving huge efficiencies.

When customers have complex queries that require human intervention, live chat proves far more efficient than traditional channels. Not only is it quicker and more convenient than waiting on hold to be dealt with, but with AI-powered features, it produces massive ROI.

With concurrent chat slots, a live key-press feed and AI-predictive suggestions that recommend articles in real-time, Synthetix Chat reduces average handling times by up to 50% compared to standard live chat.
 

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