Dispelling the Myths of Home Agents   Transcom presents…
<ul><li>Why companies want to implement a ”Home Agent Network”? </li></ul><ul><li>What myths are holding them back? </li><...
Why implement Home Agents? Costs Less than Bricks and Mortar agents Infinite scalability Ultimate flexibility Increased ag...
Why implement Home Agents? Higher employee satisfaction Reduced attrition Increased quality and customer satisfaction Inhe...
<ul><li>The reality is:  </li></ul><ul><ul><li>Desktop encapsulation </li></ul></ul><ul><ul><li>Extremely secure VPN Netwo...
Dispelling the Myths Myth #2 Home agents do not have the same level of commitment as fixed facility agents <ul><li>The rea...
Dispelling the Myths Myth #3 You can’t train at-home agents the same or as well as fixed facility agents especially for co...
Dispelling the Myths Myth #4 Home agents are not as productive or produce the same quality scores as fixed facility agents...
Dispelling the Myths Myth #4 Home agents are not as productive or produce the same quality scores as fixed facility agents...
Dispelling the Myths Myth #4 Home agents are not as productive or produce the same quality scores as fixed facility agents...
Dispelling the Myths Myth #5 You cannot build a consistent company culture with home agents <ul><li>The reality is:   </li...
Dispelling the Myths Myth #6 It is difficult to communicate program changes as quickly with home agents <ul><li>The realit...
Dispelling the Myths Myth #7 Home agents may have distracting back office noise during calls or may not be logged on when ...
Do not provide the same level of security  Do not have the same level of commitment  You can’t train at-home agents the sa...
Key Selection Criteria
Home Agent Outsourcing Key #1 Ensure rigorous security IT standards are in place <ul><li>Key Selection Criteria: </li></ul...
Key #2 Ensure the organization hires employees, not independent contractors <ul><li>Key Selection Criteria: </li></ul><ul>...
Key #3 Training Practices <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Robust online training platform for instru...
Key #3 Training Practices <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Look for vendor for instructors and develo...
Key #4 Management and Operational Structure <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Evaluate the “at-home” e...
Key #4 Management and Operational Structure <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Virtual floor support  <...
Key #4 Management and Operational Structure <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Virtual floor support  <...
Key #5 Ongoing Team Building and Campaign Alignment   <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Ensure ‘touch-...
Key #5 Ongoing Team Building and Campaign Alignment   <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Robust ongoing...
Early  Adopters Low Value  Later  Adopters High Value  Industry Vertical Work Types Retail  Hospitality Telecommunications...
Summary Home agents add tremendous value to any contact  center strategy <ul><li>Why “we can’t” myths are in fact “myths” ...
Summary Home agents add tremendous value to any contact  center strategy <ul><li>Looking at getting help or outsourcing yo...
Thank You
Melissa Nievas   Business Development Manager  Toll Free Phone: 877.637.2615 extension 35181  80 King Street, Suite 300 St...
Melissa Nievas   Business Development Manager  Toll Free Phone: 877.637.2615 extension 35181  80 King Street, Suite 300 St...
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Dispelling The Myth Of The Home Agent

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Home Agent Performance:
Myth or Missed Opportunity?

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Dispelling The Myth Of The Home Agent

  1. 1. Dispelling the Myths of Home Agents Transcom presents…
  2. 2. <ul><li>Why companies want to implement a ”Home Agent Network”? </li></ul><ul><li>What myths are holding them back? </li></ul><ul><ul><li>Dispelling those Myths </li></ul></ul><ul><li>Want to outsource your Home Agents? </li></ul><ul><ul><li>Key Vendor Selection Criteria </li></ul></ul>Agenda
  3. 3. Why implement Home Agents? Costs Less than Bricks and Mortar agents Infinite scalability Ultimate flexibility Increased agent skills and experience Ability to hire for specialized skills and languages…
  4. 4. Why implement Home Agents? Higher employee satisfaction Reduced attrition Increased quality and customer satisfaction Inherent business continuity/disaster recovery
  5. 5. <ul><li>The reality is: </li></ul><ul><ul><li>Desktop encapsulation </li></ul></ul><ul><ul><li>Extremely secure VPN Networks </li></ul></ul><ul><ul><li>Two Levels of access for Citrix Middleware </li></ul></ul><ul><ul><li>PCI Compliance is available with home agent technology solutions </li></ul></ul><ul><ul><li>Stringent background checks </li></ul></ul><ul><ul><li>More rigorous proactive audits than in facilities </li></ul></ul>Dispelling the Myths Myth #1 A home agent environment does not provide the same level of security as a fixed facility
  6. 6. Dispelling the Myths Myth #2 Home agents do not have the same level of commitment as fixed facility agents <ul><li>The reality is: </li></ul><ul><ul><li>Many organizations hire employees vs. independent contractors </li></ul></ul><ul><ul><li>Many organizations have set schedules ranging from 24 to 40 hours per week </li></ul></ul><ul><ul><li>Most organizations utilize same management, motivation and incentive programs as fixed facility agents </li></ul></ul>
  7. 7. Dispelling the Myths Myth #3 You can’t train at-home agents the same or as well as fixed facility agents especially for complex calls <ul><li>The reality is: </li></ul><ul><ul><li>Home agents typically older, more educated and have more work experience than fixed facility counterparts </li></ul></ul><ul><ul><li>Advent of online learning tools facilitates both instructor and on-demand training, supporting multi-media curriculum </li></ul></ul>
  8. 8. Dispelling the Myths Myth #4 Home agents are not as productive or produce the same quality scores as fixed facility agents <ul><li>The reality is: </li></ul><ul><ul><li>Virtual production floor similar to face-to-face production floor </li></ul></ul><ul><ul><ul><li>Managers, Supervisors, Quality Assurance and Workforce Management function in home agent environment </li></ul></ul></ul><ul><ul><ul><li>Various productivity and quality applications allow management to adhere to all productivity and quality metrics… </li></ul></ul></ul>
  9. 9. Dispelling the Myths Myth #4 Home agents are not as productive or produce the same quality scores as fixed facility agents <ul><li>The reality is: </li></ul><ul><ul><li>Home agents are more mature and more experienced than fixed facility counterparts resulting in higher productivity and quality scores… </li></ul></ul>
  10. 10. Dispelling the Myths Myth #4 Home agents are not as productive or produce the same quality scores as fixed facility agents <ul><li>The reality is: </li></ul><ul><ul><li>Home agents are less susceptible to absenteeism </li></ul></ul><ul><ul><ul><li>Resulting from illness, commuting issues causing tardiness, and general work distractions </li></ul></ul></ul>
  11. 11. Dispelling the Myths Myth #5 You cannot build a consistent company culture with home agents <ul><li>The reality is: </li></ul><ul><ul><li>Communication tools, management training and agent maturity level enables the ability to instill the same culture as fixed facility agents </li></ul></ul>
  12. 12. Dispelling the Myths Myth #6 It is difficult to communicate program changes as quickly with home agents <ul><li>The reality is: </li></ul><ul><ul><li>Virtual communication tools provide the same ability to communicate changes and provide support as fixed facility agents </li></ul></ul>
  13. 13. Dispelling the Myths Myth #7 Home agents may have distracting back office noise during calls or may not be logged on when they are supposed to <ul><li>The reality is: </li></ul><ul><ul><li>All employees contractually commit to having a quiet and secure location at home </li></ul></ul><ul><ul><li>Frequent call monitoring listens for inappropriate background noises </li></ul></ul><ul><ul><li>CMS monitors at-home agents the same way ‘brick and mortar’ agents are monitored </li></ul></ul>
  14. 14. Do not provide the same level of security Do not have the same level of commitment You can’t train at-home agents the same Home agents are not as productive You cannot build a company culture It is difficult to communicate program changes Home agents may have distractions
  15. 15. Key Selection Criteria
  16. 16. Home Agent Outsourcing Key #1 Ensure rigorous security IT standards are in place <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Desktop encapsulation </li></ul></ul><ul><ul><li>VPN </li></ul></ul><ul><ul><li>Citrix or other secure middleware </li></ul></ul><ul><ul><li>PCI compliance </li></ul></ul><ul><ul><li>No wireless home networks </li></ul></ul><ul><ul><li>No laptops </li></ul></ul>
  17. 17. Key #2 Ensure the organization hires employees, not independent contractors <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Do not entrust your most valuable asset to independent contractors </li></ul></ul><ul><ul><li>Cannot enforce non-competes </li></ul></ul><ul><ul><li>Hard to build loyalty and company culture </li></ul></ul><ul><ul><li>Increasingly serious tax compliance issues with independent contractors that can attach to your company </li></ul></ul>Home Agent Outsourcing
  18. 18. Key #3 Training Practices <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Robust online training platform for instructor led classroom training and multi-media capabilities; </li></ul></ul><ul><ul><ul><li>cameras </li></ul></ul></ul><ul><ul><ul><li>audio </li></ul></ul></ul><ul><ul><ul><li>video </li></ul></ul></ul><ul><ul><ul><li>document presentation </li></ul></ul></ul><ul><ul><ul><li>screen sharing… </li></ul></ul></ul>Home Agent Outsourcing
  19. 19. Key #3 Training Practices <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Look for vendor for instructors and developers experienced in distance, adult based learning </li></ul></ul><ul><ul><li>Ensure the vendor has experience in converting traditional classroom training material into a virtual training curriculum </li></ul></ul>Home Agent Outsourcing
  20. 20. Key #4 Management and Operational Structure <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Evaluate the “at-home” expertise of senior leadership team </li></ul></ul><ul><ul><li>Ensure overall management and supervision is centralized and trained to manage an ‘at-home’ agent network… </li></ul></ul>Home Agent Outsourcing
  21. 21. Key #4 Management and Operational Structure <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Virtual floor support </li></ul></ul><ul><ul><li>Strong communication tools and processes to manage agents at all touch points similar to a brick and mortar facility </li></ul></ul><ul><ul><li>Strong agent performance tools tie directly back to KPI’s… </li></ul></ul>Home Agent Outsourcing
  22. 22. Key #4 Management and Operational Structure <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Virtual floor support </li></ul></ul><ul><ul><li>Hiring process includes evaluation tools to measure agent skills </li></ul></ul>Home Agent Outsourcing
  23. 23. Key #5 Ongoing Team Building and Campaign Alignment <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Ensure ‘touch-points’ are supported in at-home model similar to ‘brick and mortars” </li></ul></ul><ul><ul><ul><li>Preshift meetings, coaching, ongoing training, motivation, team meetings… </li></ul></ul></ul>Home Agent Outsourcing
  24. 24. Key #5 Ongoing Team Building and Campaign Alignment <ul><li>Key Selection Criteria: </li></ul><ul><ul><li>Robust ongoing training mechanisms in place post launch </li></ul></ul><ul><ul><li>Ensure regular communication practices in place for agent support, program changes and teambuilding </li></ul></ul>Home Agent Outsourcing
  25. 25. Early Adopters Low Value Later Adopters High Value Industry Vertical Work Types Retail Hospitality Telecommunications Transportation Healthcare Financial Services Government Direct Response TV Seasonal& Overflow Reservations Sales Customer Care Tech Support Back Office Languages Evolution of the Industry
  26. 26. Summary Home agents add tremendous value to any contact center strategy <ul><li>Why “we can’t” myths are in fact “myths” </li></ul><ul><ul><li>Transcom “At Home” agents are generating quality and productivity statistics greater than ‘brick and mortar’ agents, at a significantly lower cost </li></ul></ul>Home Agent Outsourcing
  27. 27. Summary Home agents add tremendous value to any contact center strategy <ul><li>Looking at getting help or outsourcing your ‘at-home’ agent network? </li></ul><ul><ul><li>Make sure you do your due diligence and know the key selection criteria to look for when evaluating capabilities </li></ul></ul>Home Agent Outsourcing
  28. 28. Thank You
  29. 29. Melissa Nievas Business Development Manager Toll Free Phone: 877.637.2615 extension 35181 80 King Street, Suite 300 St. Catharines, Ontario Canada L2R 7G1 E-mail: melissa.nievas@transcom.com
  30. 30. Melissa Nievas Business Development Manager Toll Free Phone: 877.637.2615 extension 35181 80 King Street, Suite 300 St. Catharines, Ontario Canada L2R 7G1 E-mail: melissa.nievas@transcom.com www.transcom.com/northamerica

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