Is a Do It Yourself Home Agent Program Right For You?

Many companies love the idea of using home-based agents to help support their
brick-and-mortar call center operations. They like the cost-savings that come with not having to expand seats at physical locations, for one thing: In a recent survey by CB Richard Ellis’ Labor Analytics Group, one-half of respondents noted that real estate cost savings were a reason for implementing a home agent program. And they like the promise of being able to flex the home agent workforce to scale for peak needs – itself another link in the lowering costs chain. In that same survey, just over one-third of respondents said they considered potential labor cost savings in their decisions.

It’s the reality that often disappoints the businesses that try the do-it-yourself approach to a home-based agent initiative. And it’s that disappointing reality
that often leads companies to explore the outsourcing approach to deploying a
home-based agent workforce model.

Download the complete paper to learn more.

 

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