Better quality, better results, greater value.
Lower cost doesn't necessarily equate to greater value. West at Home makes the best use of every dollar you spend – so you generate greater returns from your investment. Whether that's sales conversions, successful resolution of customer problems and inquiries or improving your ability to enhance the customer experience.
View the results for yourself. Below is a table that compares home agents to brick-and-mortar agents.
| |
Home-based Agents |
US-based B&M Agents |
Near-Shore B&M Agents |
Offshore
B&M Agents |
| Return on Investment* |
$155.20 |
$122.27 |
$84.30 |
$123.12 |
| Price |
$23.00 |
$27.00 |
$18.00 |
$13.50 |
| Utilization |
75% |
75% |
75% |
75% |
| Calls per Hour |
10.8 |
11.8 |
12.4 |
10.8 |
| AHT (in seconds) |
230 |
210 |
200 |
230 |
| Sales Conversions |
30% |
23% |
15% |
23% |
| Revenue per Sale |
$55.00 |
$55.00 |
$55.00 |
$55.00 |
| Cost per Call |
$2.13 |
$2.29 |
$1.45 |
$1.25 |
| Revenue per Hour |
$178.20 |
$149.27 |
$102.30 |
$136.62 |
* These results are based on 92% agent efficiency.
Despite lower costs with near-shore and offshore agents, the return on investment for home-based agents is significantly higher than all of the brick-and-mortar based alternatives. This is possible due to the quality and productivity increases obtained with home agents.
West at Home also allows you to eliminate the facility costs associated with brick-and-mortar call centers. In addition, you can redeploy the financial and human resources typically required to stay current with the technology and tools necessary to provide the service levels your customers demand. All while improving your ability to remain more flexible and more responsive to your customers.