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. | |
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: About Alpine Access: |
Published: Friday, December 17, 2004
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