Whats Happening at Home: Work At-Home Agents Survey
Content
April 2009 Survey Results
What’s Happening at Home
At Home Agent Use
Not considering 6% Tested and not in use 1% Considering 35% Proven and in use 30%
Piloting 15%
Developing a pilot program 13%
Biggest Driver
Other (please specify)
Developing pilot
26%
Environmental initiatives
3%
Employee satisfaction
14%
Better service
12%
Cost savings
Considering, piloting, in use
46%
Other – largely flexibility
Please rank the following challenges to the at-home agent model.
General
Managing remote agents Selecting right people Coaching agents virtually New hire training Fostering collaboration Ongoing Providing timely training communications
1
Considering, Developing
Managing remote agents
2
Selecting right people
3
Coaching agents virtually
4
New hire training
5
Ongoing training
6
7
Fostering Providing timely collaboration communications
1
Piloting, In Use
Managing remote agents
2
Selecting right people
3
Coaching agents virtually
4
5
New hire training
6
7
Fostering collaboration
Ongoing training
Providing timely communications
1
2
3
4
5
6
7
In a fully implemented program, where are agents located?
No location limitations 45%
Within a certain radius of a physical center 55%
If you currently have outsourced agents, considering moving headcount from there to at-home?
No outsourced agents
55%
Don't know
19%
No
13%
Yes
13%
What agents would you select for a pilot of an at-home program?
Use some mix of brand new and existing agents
24%
Hire from the outside
8%
A mix of existing high, medium and low performers
21%
Existing high performers
47%
Which processes are/will be different with at-home agents?
None of the above
16%
Coaching
74%
Communications
65%
Ongoing training
61%
New hire training
55%
Hiring
54%
How would you support separate processes? 34% - Hoping to learn, TBD, don’t know, etc.
About the Survey
• • • • Webinar registrants asked to participate in survey Online survey Results shared during webinar 217 participants across various industries
About Knowlagent
• Knowlagent has enabled companies around the world to manage call center agents for 13 years.
– – – – Hiring Training Communications Coaching
•
Easy to use on-demand software
– – – – No capital expenditures Deployable in 30 days Accessible via the Web Enabling more companies to optimize frontline performance faster and more affordably than ever before.
•
For more info: [email protected]
What’s Happening at Home
At Home Agent Use
Not considering 6% Tested and not in use 1% Considering 35% Proven and in use 30%
Piloting 15%
Developing a pilot program 13%
Biggest Driver
Other (please specify)
Developing pilot
26%
Environmental initiatives
3%
Employee satisfaction
14%
Better service
12%
Cost savings
Considering, piloting, in use
46%
Other – largely flexibility
Please rank the following challenges to the at-home agent model.
General
Managing remote agents Selecting right people Coaching agents virtually New hire training Fostering collaboration Ongoing Providing timely training communications
1
Considering, Developing
Managing remote agents
2
Selecting right people
3
Coaching agents virtually
4
New hire training
5
Ongoing training
6
7
Fostering Providing timely collaboration communications
1
Piloting, In Use
Managing remote agents
2
Selecting right people
3
Coaching agents virtually
4
5
New hire training
6
7
Fostering collaboration
Ongoing training
Providing timely communications
1
2
3
4
5
6
7
In a fully implemented program, where are agents located?
No location limitations 45%
Within a certain radius of a physical center 55%
If you currently have outsourced agents, considering moving headcount from there to at-home?
No outsourced agents
55%
Don't know
19%
No
13%
Yes
13%
What agents would you select for a pilot of an at-home program?
Use some mix of brand new and existing agents
24%
Hire from the outside
8%
A mix of existing high, medium and low performers
21%
Existing high performers
47%
Which processes are/will be different with at-home agents?
None of the above
16%
Coaching
74%
Communications
65%
Ongoing training
61%
New hire training
55%
Hiring
54%
How would you support separate processes? 34% - Hoping to learn, TBD, don’t know, etc.
About the Survey
• • • • Webinar registrants asked to participate in survey Online survey Results shared during webinar 217 participants across various industries
About Knowlagent
• Knowlagent has enabled companies around the world to manage call center agents for 13 years.
– – – – Hiring Training Communications Coaching
•
Easy to use on-demand software
– – – – No capital expenditures Deployable in 30 days Accessible via the Web Enabling more companies to optimize frontline performance faster and more affordably than ever before.
•
For more info: [email protected]
