A Most Timely Idea: Work-at-Home Call Center Agents
February 05, 2014
By Rory J. Thompson, Web Editor
So far, the winter of 2014 has been a boon for ski resorts, plow-truck drivers and hardware stores selling salt, sand and shovels. For the rest of us? Not so much.
Traffic has been an overall nightmare just about anywhere you look. Icy, snowy roads have taken their toll, and the businesses that rely on people using those roads to get to work have taken multiple hits as well. Even as I write these words, I’m working from my home office, as yet another snowstorm has made driving a bad idea.
Still, my company is one of the more progressive ones, advising employees to work from home in the interest of safety and productivity. We started planning for this eventuality last fall, and made sure everyone was able to log on remotely if they needed to. Hence, the work is getting done, and people are getting their tech news.
But what if you manage a call center? Don’t you need everyone in their chair, handling queries in the center itself? Actually, no.
inContact, a leading cloud call center resource company, knows that it matters how quickly agents pick up the phone, and not where they pick that phone up from. To that end, inContact is hosting a webinar showing that if you aren't yet incorporating work-at-home agents into your call center mix, you may be missing out on opportunities to boost your bottom line.
“The benefits of at-home agents are significant,” the company said in a release. “Higher job satisfaction that leads to more satisfied -- and loyal -- customers, which means more revenue for your company. Not only that, having work-at-home agents lowers operating expenses, improves utilization and positively affects business continuity, especially in the event of an outage or disaster.”
In the webinar, scheduled for Thursday, February 13 at 11 a.m. (EST), attendees will learn:
- Tips, insights and best practices from real-life case studies;
- Why an on-demand, or network-based, SaaS (News - Alert) (software-as-a-service) solution is the best approach for the flexibility and agility of the work-at-home model;
- How a single, integrated platform of products provides everything from hiring to training to workforce management, monitoring and performance tracking.
Industry speakers will include Jill Blankenship, founder and CEO of Frontline Call Center Management, and Arthur Nettleship, performance improvement and workforce manager at FamilySearch International.
Is it time for you to add to the mobile workforce? It might be worth tuning in to hear about a better way to work. Registration is now open; click HERE to reserve your spot.
Edited by Blaise McNamee