Call Center at-Home Agent Best Practices
Call Center At-Home Agent Best Practices
Essential tools for managing employee performance, service quality and the customer experience
Sponsored by
Call Center At-Home Agent Best Practices
Essential tools for managing performance, service quality and the customer experience
Table of Contents
Executive Summary .......................................................................................................... 1 Value Proposition .............................................................................................................. 1 Out of Site, Not Out of Mind .............................................................................................. 2 Training and Coaching ...................................................................................................... 2 Quality Assurance Best Practices ..................................................................................... 4 Security ............................................................................................................................. 5 Conclusion ........................................................................................................................ 6 About the Author ............................................................................................................... 7
© 2009 DMG Consulting LLC. All rights reserved.
-i-
January 2009
Call Center At-Home Agent Best Practices
Essential tools for managing performance, service quality and the customer experience
Executive Summary 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
Essential tools for managing employee performance, service quality and the customer experience
Sponsored by
Call Center At-Home Agent Best Practices
Essential tools for managing performance, service quality and the customer experience
Table of Contents
Executive Summary .......................................................................................................... 1 Value Proposition .............................................................................................................. 1 Out of Site, Not Out of Mind .............................................................................................. 2 Training and Coaching ...................................................................................................... 2 Quality Assurance Best Practices ..................................................................................... 4 Security ............................................................................................................................. 5 Conclusion ........................................................................................................................ 6 About the Author ............................................................................................................... 7
© 2009 DMG Consulting LLC. All rights reserved.
-i-
January 2009
Call Center At-Home Agent Best Practices
Essential tools for managing performance, service quality and the customer experience
Executive Summary 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