There has been a lot of hype around the concept of remote and at-home contact center agents; and, the case for at-home agents is quite strong. There is evidence that using at-home agents improves agent satisfaction and retention, but also increases the flexibility of agent scheduling, improves agent productivity, reduces operational costs and allows for simpler staff expansion. A lot of factors go into the decision, including those that go far beyond technology implications – human resource, security, training, facilities, and legal issues – all of which need to be deeply explored.
This paper will allow you to further understand what items need to be explored as your company considers adding at-home agents to your contact center.