Making Homes for Contact Centers

摘要

More contact centers appear to be going home: to agents' homes. Mi-chele Rowan, president and CEO of Customer Contact Strategies has seen analysts' estimates that the number of organizations deploying home-based agents will grow to 80 percent by 2013 from 30 percent today. One of the biggest drivers to home agents is cost savings and efficiency gains. The Telework Research Networks model (www. teleworkresearchnetwork.com) shows that contact centers could save as much as $18,000 per full-time home agent per year. This is achieved by avoiding facilities costs, reducing absenteeism and turnover and increasing productivity; workers prefer to work from home.