The number one challenge within a contact center is to keep a tight rein on costs.  But how can a business ever truly control costs when dealing with high agent attrition rates?  According to a Purdue Benchmarking report, 65% of a contact center’s operating costs are labor.  Agent turnover contributes significantly to the overall labor cost, with re-hiring and training negatively affecting not only costs but the customer’s experience as well.

To help keep agent attrition rates down, many businesses are turning to new applications to help increase labor efficiency.  While there are many methods available to help address turnover, one of the most fundamental is to hire the right agent from the outset! But how is this possible?   There is no proven formula or “how to” guide on hiring the best person for the job but one possible answer is simple -- offer an at home agent work program.

Admittedly, there are challenges to managing home agents but the upside is phenomenal and absolutely worth the relatively small investment.  Contact Center executives have reported up to 30% lower costs using a home agent model vs. a brick-and-mortar contact center.

Some contact center managers cringe at the thought of implementing a home agent program, with visions of agents in fluffy slippers and children screaming in the background.  But in reality, you can create an environment that actively monitors agent performance and scheduling adherence with tools that ensure home agents are performing at optimal levels.

The economic down turn has created opportunities for agents and contact centers that have never before existed.  Mature workers who have fallen on hard times make excellent agents as many have strong sales and customer service backgrounds. Retirees and stay-at-home parents are looking for opportunities where they can still earn a wage while remaining at home.

The benefits are multi-faceted with a home agent model.  Companies gain hiring and training flexibility, with a larger talent pool to draw from and access to seasoned workers that may require far less training.  Significant cost savings can result from a reduced real estate footprint and a home agent model boosts a company’s business continuity plan.  A home agent program also helps companies staff during seasonal peaks or off-hours and provides “Green” savings with a reduced carbon footprint.  And you can reward agents who are exceeding expectations by offering incentives to move into a home agent role.

And let’s not forget the initial benefit we mentioned – you can reduce agent attrition.   Home agents are happier agents!  When agents are satisfied with their position, they do a better job, resulting in a much more pleasing customer experience.  Home agents have the best of both worlds - flexible hours, dependable jobs, a work-life balance, no time or money wasted on a commute and a great deal of respect and loyalty toward a company that extends these benefits.

Home agents represent an opportunity to expand and improve the contact center team. But how do you start?  Go carefully. Think through the people, policies, and procedures that you will need to run an effective home agent program. Document everything and ensure your home agents understand their responsibilities and are established for success.  Use technology to help monitor agent performance and adherence to schedules.  But most importantly, talk with other businesses and partners that have successfully implemented home agent programs, and leverage their expertise.