Whats Happening At Home: Work At-home Agents Survey
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April 2009 Survey Results
What’s Happening at Home
At Home Agent Use Not considering 6% Tested and not in use 1% Considering 35% Proven and in use 30%
Piloting 15%
Developing a pilot program 13%
Biggest Driver
Other (please specify)
Environmental initiatives
Developing pilot
26%
3%
Employee satisfaction
Better service
Cost savings
Other – largely flexibility
14%
12%
Considering, piloting, in use
46%
Please rank the following challenges to the at-home agent model.
General Managing remote agents
1 Considering, Developing
Managing remote agents
1
Selecting right people
Coaching agents virtually
New hire training
Fostering collaboration
2
3
4
5
Selecting right people
Coaching agents virtually
New hire training
3
4
5
Coaching agents virtually
Fostering collaboration
New hire training
3
4
5
2
Ongoing training
Ongoing Providing timely training communications
6
7
Fostering Providing timely collaboration communications
6
7
Piloting, In Use Managing remote agents
1
Selecting right people
2
Ongoing training
6
Providing timely communications
7
In a fully implemented program, where are agents located?
No location limitations 45%
Within a certain radius of a physical center 55%
If you currently have outsourced agents, considering moving headcount from there to at-home?
No outsourced agents
55%
Don't know
19%
No
13%
Yes
13%
What agents would you select for a pilot of an at-home program?
Use some mix of brand new and existing agents
Hire from the outside
A mix of existing high, medium and low performers
Existing high performers
24%
8%
21%
47%
Which processes are/will be different with at-home agents?
None of the above
16%
74%
Coaching
Communications
65%
Ongoing training
61%
New hire training
55%
Hiring
54%
How would you support separate processes? 34% - Hoping to learn, TBD, don’t know, etc.
About the Survey • • • •
Webinar registrants asked to participate in survey Online survey Results shared during webinar 217 participants across various industries
About Knowlagent •
Knowlagent has enabled companies around the world to manage call center agents for 13 years. – – – –
•
Easy to use on-demand software – – – –
•
Hiring Training Communications Coaching
No capital expenditures Deployable in 30 days Accessible via the Web Enabling more companies to optimize frontline performance faster and more affordably than ever before.
For more info: [email protected]
What’s Happening at Home
At Home Agent Use Not considering 6% Tested and not in use 1% Considering 35% Proven and in use 30%
Piloting 15%
Developing a pilot program 13%
Biggest Driver
Other (please specify)
Environmental initiatives
Developing pilot
26%
3%
Employee satisfaction
Better service
Cost savings
Other – largely flexibility
14%
12%
Considering, piloting, in use
46%
Please rank the following challenges to the at-home agent model.
General Managing remote agents
1 Considering, Developing
Managing remote agents
1
Selecting right people
Coaching agents virtually
New hire training
Fostering collaboration
2
3
4
5
Selecting right people
Coaching agents virtually
New hire training
3
4
5
Coaching agents virtually
Fostering collaboration
New hire training
3
4
5
2
Ongoing training
Ongoing Providing timely training communications
6
7
Fostering Providing timely collaboration communications
6
7
Piloting, In Use Managing remote agents
1
Selecting right people
2
Ongoing training
6
Providing timely communications
7
In a fully implemented program, where are agents located?
No location limitations 45%
Within a certain radius of a physical center 55%
If you currently have outsourced agents, considering moving headcount from there to at-home?
No outsourced agents
55%
Don't know
19%
No
13%
Yes
13%
What agents would you select for a pilot of an at-home program?
Use some mix of brand new and existing agents
Hire from the outside
A mix of existing high, medium and low performers
Existing high performers
24%
8%
21%
47%
Which processes are/will be different with at-home agents?
None of the above
16%
74%
Coaching
Communications
65%
Ongoing training
61%
New hire training
55%
Hiring
54%
How would you support separate processes? 34% - Hoping to learn, TBD, don’t know, etc.
About the Survey • • • •
Webinar registrants asked to participate in survey Online survey Results shared during webinar 217 participants across various industries
About Knowlagent •
Knowlagent has enabled companies around the world to manage call center agents for 13 years. – – – –
•
Easy to use on-demand software – – – –
•
Hiring Training Communications Coaching
No capital expenditures Deployable in 30 days Accessible via the Web Enabling more companies to optimize frontline performance faster and more affordably than ever before.
For more info: [email protected]
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