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October 02, 2008

Workforce Management Software: Helping Home Agents Go Green

By Michelle Robart, TMCnet Editor

 

More than ever, companies and governmental organizations are looking for ways to reduce their carbon footprint and cut back on waste. Telecommuting and work-at-home programs are a viable alternative to the traditional office-based structure. By running their own home-based businesses and leveraging workforce management software, home agents have eliminated their daily commutes, saving them time and money, while also protecting the environment.
 
As an award-winning solution, West at Home delivers the operational and financial benefits essential to succeed in today's challenging business world, while simultaneously helping companies reduce their impact on the environment. Research firm, International Data Corporation (IDC (News - Alert)) estimates that the number of home-based customer service agents will surpass 300,000 by 2010.
 
For many companies, adopting a more economical business approach requires changes to policies, procedures or operations that can be expensive and challenging to implement.
 
However, with West at Home, companies can take advantage of the inherent "green" benefits of home-based agents.
 
Not only can home-based agents help a company generate goodwill and fulfill its corporate responsibility, they can also help drive impressive bottom line results. The West at Home solution has helped some of the nation's leading companies improve customer satisfaction, increase productivity and grow revenue.
 
For example, with the average home agent round trip commute equaling 30 miles, for 300 agents, the total yearly reduction in vehicle miles traveled is an astounding 3,285,000 miles, or a 2,793,258 pound yearly reduction in air pollution. Using home-based agents instead of call center agents will also save 156,429 gallons of gasoline per year.
 
As one of the most innovative voice-related communications services companies and a provider of workforce management software, West employs the best agents in the industry. Highly skilled and often possessing specialized educations, certifications or knowledge of particular industries, products and techniques, West home agents excel in the results they're able to produce.
 
According to the Vice President of Customer Service at a leading office products retailer, “West at Home’s high quality agents combined with West’s flexible and scalable infrastructure, enabled us to surpass our service goals while driving down call center costs. In addition, West was able to adapt and scale to meet our changing call volumes which allowed us to quickly divert call traffic from internal call centers during a major natural disaster, giving us an effective business continuity solution.”
 
As pressure from the public, government and others continues to build for companies to implement environmentally responsible initiatives, West at Home provides a unique win-win opportunity to meet business goals.
 
To learn more about West at Home and how home-based agents can help companies "Go Green", please visit: http://www.westathome.com/.

Michelle Robart is a contributing editor for TMCnet. To read more of Michelle's articles, please visit her columnist page.

Edited by Michelle Robart

 

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