At Home Agent Selection Benchmark Survey

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Survey participants shared input on their work at-home agent program. Survey data includes demographics, agent profiles, recruiting, on-boarding, attrition and comparison of the at-home program versus the traditional call center.

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At Home Agent Selection Benchmark Survey

  1. 1. At-Home Agent Selection Benchmark Survey March 2010
  2. 2. At-Home Momentum With regards to at-home agents, are you: 11% Not using or 6% considering at- 11% home agents 7% 35% 10-Mar Considering at- 25% Nov-09 home agents 41% Sep-09 48% Apr-09 54% Using at-home 69% agents 48% 45% All survey respondents were registered to attend an at-home webinar and completed a survey as part of that process in the month listed. 2
  3. 3. Sourcing At-Home Agents From previous anecdotal information, there appears to be more growth in the new hires category. As more centers pilot with existing agents, they move into a more mature model where agents begin 3 their work at-home from the start.
  4. 4. Status of Agents The majority of at-home agents are full-time employees, though many companies 4 use part-time agents to expand/retract based on business needs.
  5. 5. Important Qualities Momentum for at-home agent programs is building, but finding the right talent for these programs is key to their success. According to those polled, the ability to work independently is a critical 5 requirement for successful at-home agents.
  6. 6. Recruiting Tactics There is a specific profile that makes for a successful at-home agent. The best candidates tend to be stay at home parents, disabled individuals, retirees, senior citizens, graduate students, military 6 spouses and permanent part-time professionals.
  7. 7. Recruiting Tactics • Phone Only Interview • Special Referral Programs • Posting in Areas without Centers • Additional Interviews • W@H Job Boards • Technical Assessment • Hiring for Specific Traits • Hiring for More Experience At-home agents must be able to quickly adjust to different technologies, a new social dynamic, and the challenges of time management, focus and initiative required to effectively work from home. It is critical to ask targeted questions during the interview process to determine if candidates are a good fit. 7
  8. 8. Virtual or In-Person Onboarding Only slightly more than half of companies using at-home programs bring newly hired agents into a 8 physical center to augment their initial training.
  9. 9. Compensation It is common for at-home agents to be compensated differently than agents in the contact center. 9
  10. 10. Supervisor to Agent Ratio Supervisor to At-Home Agent Ratio 40+ 1 31 to 40 2 26 to 30 6 21 to 25 5 16 to 20 4 11 to 15 21 1 to 10 22 Of those surveyed, the average supervisor to at-home agent ratio is 16. 10
  11. 11. Supervisor to Agent Ratio Compared to Center For most, supervisor-to-agent ratio with at-home programs is the same or lower than in the center. 11
  12. 12. Attrition At-Home Agent Attrition Rate Over 40% 2 31-40% 4 16-30% 1 6-15% 3 1-5% 5 0% 17 Of those surveyed, the average at-home attrition rate is around 12%. 12
  13. 13. Attrition Compared to Center Most agreed that the rate of attrition is generally lower with at-home agents than with traditional agents. 13
  14. 14. More Resources on At-Home Agents Request free white paper: • More benchmark data: – http://www.knowlagent.com/Resource-Center/Call-Center- Statistics-Pardot.aspx • Webinar related to these results: – Lucky or Good? How to select the right agents for your at- home program. • Contact Debbie Dockery or Scott McRay for more info: – ddockery@knowlagent.com – smcray@knowlagent.com 14
  15. 15. About Knowlagent • For 14 years companies around the world have reduced labor costs with Knowlagent’s agent management software. – Hiring – Training – Coaching • Easy to use, on-demand software – No capital expenditures – Deployable in 30 days – Accessible via the Web www.knowlagent.com 15
  16. 16. About the Survey • At-Home Webinar registrants asked to participate • Online survey • Results originally shared during webinar 03/23/2010 • 176 participants across industries 16

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