Call Center work-at-home agents

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Brief report on supporting work at home agents with desktop dashboard reporting, reports, screen pops.

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Call Center work-at-home agents

  1. 1. Spectrum eNewsletter At-Home Call Center Agents January 2010
  2. 2. At-Home Call Center Agents Envision your contact center with fewer agents in the office yet customers are receiving the same if not better support and service. Imagine a contact center where agents can have flexible hours, but you still have full coverage 24 hours a day. With an at-home agent program, your call center could realize these benefits and much more. Some of the benefits of an at-home agent program include: • Larger pool of talented individuals to pull from • Better educated • More responsible and reliable • More productive agents • Flexible scheduling • Costs savings • Lower attrition rates Spectrum supports at-home agents with dashboards to allow real time reporting and messaging to a user’s desktop. Aside from the technical challenges of setting up at- home agents, the agents themselves will experience personal challenges. Agents want: • To know how they are performing • To know how they compare against other agents • To know how well their group is doing • To have contact with the corporate call center • To feel like they are a valuable part of a team Utilizing Spectrum desktop reporting agents receive detail statistics on how well they are doing, how they are performing against their goals, how their group is doing and they are aware if they need to log into other groups to provide further support.

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