Call Center At-Home Agent Best Practices
By Donna Fluss
At-home agents deliver significant cost savings, greater flexibility, a deep, diverse and qualified labor pool and reduced staff churn for call centers. Other important benefits include reduced absenteeism, increased productivity, and enhanced customer satisfaction. At-home agents also present call center managers with a major and new management challenge – bringing out the best in people they cannot see. While managing remote staff is new for many companies, the knowledge worker management challenge dates back to the 1980’s. At-home agents are knowledge workers who are connected to a company through its telephony infrastructure. Current call center technology provides centralized management for distributed networks, a set-up that can support at-home agents. Web-based workforce optimization suites with quality assurance, recording, workforce management, eLearning, coaching and performance management capabilities enable supervisors to track, record, schedule, monitor, communicate and manage remote agents. The key to successfully building an at-home agent program is to apply management best practices that are enabled by technology. This white paper explains how to do this and do it right.