A Look at Utilizing Home Agents to Reach Peak Efficiency

Companies have long struggled to achieve the ideal number of contact center agent resources available at any given time. Too many agents means wasted money, and too few agents results in overworked employees, attrition and missed opportunities for additional sales and better customer satisfaction. In fact, contact center managers tend to spend more time and effort dealing with the ups and downs of staffing and scheduling than on any other business challenge.

While call trend analysis and other analytics as well as workforce management software can vastly improve a company's ability to predict staffing requirements, in reality, the unexpected frequently happens: more calls coming in than planned, technology issues or inclement weather impacts agent availability. The ability to deftly maneuver around these day-to-day and even hour-to-hour staffing challenges is key to running today's cost-effective and high-performing contact center.

Incorporating home agents into the staffing mix delivers a plethora of demonstrated advantages: greater scheduling flexibility, higher quality of service, improved productivity, and reduced costs. Today, more and more companies are discovering that home agent solutions enable them to scale up or down more effectively than traditional brick-and-mortar call centers with higher quality, better trained agents. This paper describes how companies are reaching peak efficiency and delivering higher quality to their customers with strategic use of home agents.

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