A recent client call included some interesting dialogue around why someone would move forward with deploying remote/home agents. Some see it as an opportunity to motivate existing agents - top agents being rewarded with the opportunity to work from home. Others see it as an opportunity to gain access to an expanded pool of talent - companies in an area with high attrition or just the wrong resource base can hire agents from outside the area, including more highly educated people willing to take on variable, part-time work (e.g., stay-at-home parents). Some see it as an opportunity to reduce costs by minimizing their real-estate footprint and/or gaining access to less costly talent.
These are just a few reasons that came up during our discussion. Have you been considering deploying remote/home agents? If so, what are your drivers?
There are certainly good reasons to look at the remote/home agent model, but there is much that must be worked out before charging forward. It has been my experience that there is less to be concerned with in terms of contact center infrastructure - most vendors have fine solutions - but much to be thought through from an operations and process perspective. But that’s a topic for another post…
In the mean time, please share your experiences with evaluating and/or mplementing remote/home agents.
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