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Article : Home-Based Employees: Synonymous With Workforce Optimization

Most call center managers define workforce optimization as the process or software by which they ever-so-carefully coax employees into productivity. But workforce optimization doesn't just have to be a process; it can represent an entirely new way to do business.

Even though companies that use the home-based agent or virtual call center model use some traditional workforce optimization techniques, from a customer perspective, using home-based employees is synonymous with workforce optimization. The potential for scalability, lack of commute, and ability to schedule micro shifts based on an employee's optimal work times make the model tantamount to any definition of workforce optimization.

So why doesn't everyone move to the home-based agent model? As it stands, the model is vastly misunderstood. Most companies approach home-based optimization from the standpoint of taking existing performers and sending them home to work. The beauty of this newer call center model is that companies like ours go through an extensive selection process to pick the cream of the crop when it comes to customer service and customer care, and thus most home-based employees are quite different from a traditional call center employee.


Jim Farnsworth
Chief Operation Manager
Alpine Access


It is true however, that the home-based agent model is not the right choice for everyone. A company can often save more money by outsourcing offshore or using automated response software. For instance, simple inbound calls such as FAQ's do not necessarily require a higher quality home-based agent; instead these calls can be answered by IVR or offshore agents.

Many are under the impression that the home-based agent model is not safe, secure, and that it is not a long-term solution. In fact, we are proving that this is just not the case, and the fact that this model is being adopted by large companies is a testament to that.

Workforce optimization does not just consist of technologies, but new ways of doing business and new processes. Companies are revolutionizing workforce optimization at its very core. The home-based employee model is the wave of the future and continues to provide stability, strength and scalability.


About Jim Farnsworth:
As Chief Operating Officer, Jim Farnsworth has end-to-end responsibility for Alpine Access's service delivery, including operations, client services and human resources management. Jim brings significant leadership experience in building and delivering successful solutions to large-scale businesses and their customers. Prior to joining Alpine Access, Jim had various roles at TeleTech, a call center outsourcer, including directing operations, delivering sales, service, provisioning, and technical support services for one a national telecommunications company. Jim also served as country president of the TeleTech's Mexico operations. Jim also has served in customer care and sales leadership roles at MCI Telecommunications and ADT Security Services

About Alpine Access:
Provides inbound call center outsourcing services, employing home-based customer service agents working entirely over the Internet. Alpine Access has handled millions of inbound sales and customer service calls for its clients by deploying thousands of agents, all of whom work from the quiet and comfort of their home offices.

Today's Tip of the Day - Keep Cost In Perspective

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

Published: Friday, December 17, 2004

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