Utilizing Home Agents to Improve
Customer Satisfaction
While streamlining processes and implementing supporting technology are key components of any customer satisfaction improvement program in the customer contact center, the ability to truly move the needle on customer satisfaction ultimately lies with a company's agents. To drive a demonstrably positive impact on customer satisfaction and first call resolution rates, companies are embracing the use of home agents in their agent staffing mix.
Compared to brick-and-mortar or offshore agents, home agents offer distinct advantages to companies striving to improve customer service. An ICMI study found that home agents are more productive, deliver higher quality (including fewer errors and higher first call resolution rates), and have lower turnover rates than their in-house counterparts.1
Add to this the scheduling flexibility inherent with home-based agents and the result is a boon to customer satisfaction. In fact, according to a recent study by Aberdeen, 62 percent of best-in-class centers report improved customer satisfaction upon implementation of home agents, with 35 percent of these centers experiencing greater than 10 percent improvement.2
1 "Staffing and Scheduling for the 'Free Agent' Workforce," Greg Levin, Customer Management Insight
2 Ibid.
« Back to Resources