At-Home Agent Management and Training Survey - May 2010

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At-Home Agent Management& Training

Benchmark Survey

May 2010



2

At-Home MomentumWith regards to at-home agents, are you:

45%

48%

7%

48%

41%

11%

69%

25%

6%

54%

35%

11%

49%

44%

7%

Using at-home

agents

Considering at-

home agents

Not using or

considering at-

home agents

2010 May

2010 Mar

2009 Nov

2009 Sep

2009 Apr

There continues to be an increase in the number of centers currently using or considering at-homeagent programs. This reinforces the perceived benefits of at-home initiatives and the momentum

behind this model.

The following survey questions were only asked of those using or considering at-home agents.



3

Maturity of Program

Of those surveyed, most said that they are in the process of scaling from a pilot to a larger at-home

initiative. This indicates that those that have launched pilot s have seen enough benefit to continuewith the program.



4

Business DriversPlease rank order the business drivers for starting your at-home

program

Cost Savings

Flexibility

Employee

Satisfaction/Retention

Larger/Different Labor Pool

Better Service

Environmental (green)

Initiatives

Though Cost Savings continues to lead the pack when it comes to why most companies explore and

implement at-home agent programs, there are many other benefits that can be achieved through an at-home initiative. Areas such as flexibility and employee satisfaction are frequently given as strongsecondary benefits.



5

Benefits Realized

Of those surveyed, NONE answered that their at-home program was NOT providing the expectedbenefits. Those who have implemented an at-home initiative are either already exceeding expectations

or haven’t yet because they are still in the process of ramping up their program.



6

Virtual Processes

The majority of those surveyed indicated that they are embracing available technologies in their

attempts to “go virtual” with their at-home initiatives. Training lags behind the other areas asevidenced by the following data set on Training Methods.



7

Training Methods

Methods of training at-home agents vary greatly based on the type and level of training being provided.

Classroom still leads as the number one training method of those surveyed, tying many programs to ahub and spoke location model.



8

Frequency of Training-Coaching-Updates

While at-home agents typically receive training less frequently than traditional agents, communication

with remote agents is made easier through technologies such as IM, e-mail and chat. Frequency ofcoaching varies greatly based on performance objectives and policies of individual centers.



9

Learning & Surprises

The degree of cultural change that must take place to ensuresuccess.

Lack of manager preparedness to lead a remote team.

The performance of remote workers is equal or better than in-office employees.

Need to leverage better technology, especially when moving to a

focused at-home program for recruiting.

The extraordinarily high level of interest in the program frominternal and external candidates.

What is the largest surprise or learning you have experienced from your program?



10

About Knowlagent

• For 14 years companies around theworld have reduced labor costs with

Knowlagent’s agent managementsoftware. – Hiring – Training – Coaching

• Easy to use, on-demand software – No capital expenditures – Deployable in 30 days – Accessible via the Web

www.knowlagent.com



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How to Learn More

Request free collection: At-Home Frequently AskedQuestions (via emails below)

More benchmark data:

http://www.knowlagent.com/Resource-Center/Call-Center-Statistics-Pardot.aspx

Webinar related to these results:

How to Make Your At-Home Program Move-In Readyhttp://www.knowlagent.com/Resources/Webinar-Move-In-Ready.aspx

Contact Info:Scott McRay – [email protected]

Debbie Dockery – [email protected]



http://www.knowlagent.com/Resources/Webinar-Move-In-Ready.aspx

mailto:[email protected]






















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About the Survey

• At-Home Webinar registrants asked to participate

• Online survey• Results originally shared during webinar

05/05/2010

• 98 participants across industries

At-Home Agent Management and Training Survey - May 2010

Documents

Transcript of At-Home Agent Management and Training Survey - May 2010