By Keith Dawson, Senior Analyst, Frost & Sullivan
The Analyst Article "Home-Based Agents Don’t Degrade Quality" reviews the popular misconception by call center managers that Remote Agents fail to meet quality and performance expectations. This report explains the often overlooked benefits of a decentralized agent pool including: lower overhead, reduced agent turnover, and quality improvement. The editorial looks at Manchester Unity, a private health insurer, and the struggles and triumphs they have encountered with a 20% remote agent pool.