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Article : Do Home Agents Really Work?

It has been several years since the initial push for remote agents started, and even though the technology has much improved and the advantages are numerous, there is still debate among many companies whether the at-home agent is the wave of the future. The question was posed to some industry professionals, and these are their answers…

Steve McArthur
Head Of Service Delivery
Prudential Corporation Asia
Hong Kong

"For the finance industry I don't believe this works. The setup costs are extremely high and changes within this industry means that home workers are requested to come into the office for training on a regular basis. Also, to ensure that the agents are properly monitored and giving out the correct information can also be a difficulty."

About Prudential Corporation Asia

Prudential Corporation Asia is a European-based life insurer in Asia in terms of market coverage and number of top five market positions. The Company has life and asset management operations in 13 mar... (read more)
 
Alex Demczak
GM
MUG Enterprise
United States

"some times to give a 60% chance of success all calls MUST be recorded, else the risk is too high"

About MUG Enterprise

MUG Enterprise: Managing the Space Between You and Your Customers When it comes to selecting call center consultants what should you choose? One with system and product experience? Operational and... (read more)
 
John Gelmini
Telephone And E Mail Strategy Manager
Essex County Council
United Kingdom

"Home based agents work in a culture which is focused on outcomes rather than senior management being able to see people at work.Seeing people at work means being able to physically see them rather than watching them over a webcam link."

About Essex County Council

Essex County Council is the county council that governs the non-metropolitan county of Essex in England. It has 75 councillors, elected from 70 divisions, and is currently controlled by the Conservati... (read more)
 
Guy de la Haye
Commercial specialist
Nuon
Netherlands

"Yes it can work, but you need to have a realtime view on the homeworkers' performance. If you have a good quality monitoring system it's worth making a business case.

Positive: It attracts new people to work at a Contact Center.

Negative: Of course you will save some money because of reduced travel costs, but you shouldn't underestimate the costs for a healthy work environment at home and adequate internet access at home."

About Nuon

Nuon is an energy company whose 6,000 employees serve around three million consumers, businesses and organisations in the Netherlands, Belgium and Germany.
 
Robert Hill
Team Leader
Queensland Police Service
Australia

"For simple tasks, but challenges such as Occupational Health & Safety at home and security are still issues."

About Queensland Police Service

The Queensland Police Service (QPS) is the law enforcement agency responsible for policing the Australian state of Queensland. In 1990, the Queensland Police Force was officially renamed the Queenslan... (read more)
 
Ken Persson
Cofounder
Nordic Homesourcing AB
Sweden

"I strongly believe in Home Based agent, so much I started a company recently focusing on delivering Homesourcing solutions to the Swedish market. The good is: lower cost, larger base for recruitment, environment friendly, technology is available to support remote management of the workforce. The bad is that you can't convert in-house agents to home based agents as most agents will not fit for the job."

 
Stephen Diss
Call Center - Operations Manager
Fisher & Paykel
New Zealand

"Home agents have worked quite well for us but only for shifts that have very low volume i.e. nightshifts, Sunday evenings etc. When we do give people the option to work from home they have already had a proven track record of good reliable performance. It is seen as a reward."

About Fisher & Paykel

The Fisher & Paykel Finance Group is a member of Fisher & Paykel Appliances Holdings. For over 30 years the business has grown and developed as an established provider of financial services offering... (read more)
 
Michael Muldoon
Customer Service Manager
Diageo
Ireland

"I don't know if home agents really work, but I suspect it isn't a solution on its own. That said, we shouldn't be afraid to try it out if it works for some people some of the time."

About Diageo

Diageo is a premium drinks business offering spirits, wine and beer.
 
Chiaki Hishinuma
Professor Emeritus
Tokyo University of Technology
Japan

"The Good: for outbound work and countable works with low security such as list leaning and order taking, etc. The Bad: for work which requires high security."

About Tokyo University of Technology

Tokyo University of Technology is a private university in Hachiōji, Tokyo, Japan. The predecessor of the school was founded in May 1947. After becoming a vocational school in 1953, it was chartered as... (read more)
 
Arnob Bhattacharya
Lead Consultant
HCL
India

"Home agents as a concept can prove to be the ultimate catalyst for the contact center industry, struggling with costs, to find a way of reducing its overheads whilst ensuring the agility that the customer demands. However, the challenges for deploying home agents vary not only by individual work habits, and aptitude but also by geography and social structures. A very high degree of focus is required from the organization in training and creating a degree of ownership amongst its employees for the home agents to be successful and self managed. Unless the value of work is realized by the employee and owned, the concept can only drag along until maybe economic compulsions start throwing up chunks of people who will ensure that home based work is as efficiently done in the interest of securing their employment itself."

About HCL

HCL Enterprise is a 32-year-old Global Technology and IT enterprise, with operations spanning 23 countries. The 3-decade-old enterprise, founded in 1976, is one of India's original IT garage startups.... (read more)
 
Alaa El-Daly
IT Manager
ECCO
Egypt

"Actually ECCO is now in the elementary phase of applying home agents concept using our CISCO telephony system, also ECCO started to educate the candidates of the importance and the urge of working with this concept especially for students, housewives, etc."

 
Graciela Evia
Directora de RRHH Sudamérica
RCI, LLC
Uruguay

"We do not have agents working from home, but I believe that the success of this will depend on tasks to be developed, resources provided and agents' profiles."

About RCI, LLC

RCI has more than three million members worldwide, who enjoy vacations at RCI's over 3,700 affiliated resorts. These timeshare owners and resorts are a unique community of travel enthusiasts with the... (read more)
 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Involve Staff

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

Published: Thursday, September 17, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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