This document summarizes a presentation given by Anne Ivey Slough on bridging the gap between at-home agents and in-house agents. The presentation covers the benefits of at-home agents for employers and employees, challenges in managing remote agents, and best practices for recruiting, training, and engaging at-home agents based on a case study of a student loan call center that implemented an at-home agent program.

1. “ Bridging the Gap between At-Home Agents and In-House Agents.” ACCE Conference & Expo June 16, 2010 Anne Ivey Slough Director, Customer Loyalty Practice [email_address] 919.779.0003

8. At-Home Agent Benefits (1) 1. The Work AT-Home Agent Model for Improved Customer Loyalty, inContact, by UCN , The Telework Connection 91% 78% 76% 68% 68% 67% 55%

11. Employer Benefits 1. Kelly OCG, CCNG webcast, March 2010 $2,992,000 Savings $300,000 $4,500 $6,000 Reduced Recruitment $160,000 N/A $800 PC $500,000 N/A $2,500/yr. Health Insurance $832,000 $9.00 per hr. $11.00 per hr. Wage (no benefits) $1,200,000 N/A $6,000 Facilities Annual Savings (200 seat center) At-Home In-House

16. Environmental Impact 1. West at Home Study Highlights, Home Agent’s Positive Environmental Impact = INCREASED VALUE $1,714 Billion $640 Million Savings from Reduction in Commuting Expenses $468 Million $175 Million Savings from Reduced Gasoline Consumption 156 Million Gallons 58 Million Gallons Reduction in Gasoline Consumption 1,267,000 Metric Tons 473,013 Metric Tons Reduction in Air Pollution Home-based Agents in 2010 Home-based Agents in 2007 1.

17. Case Study

30. “ Bridging the Gap between At-Home Agents and In-House Agents.” ACCE Conference & Expo June 16, 2010 Anne Ivey Slough Director, Customer Loyalty Practice [email_address] 919.779.0003