Getting Started with a Work-at-Home Agent
1 Nov, 2007
By: Paul LeamonHome offices can provide employers with a number of clear wins. Employers can cut overhead costs and reach a larger pool of qualified applicants, saving both facility and wage costs while giving employees the flexibility to trade salary demands for savings on wardrobe and commuting expenses. Employees benefit too by avoiding commutes, gaining quality of life and flexibility in the process.
In the contact center, however, some leaders are hesitant to adopt a work-at-home program. But fear about “out of sight, out of mind” problems should not discourage an organization from giving serious consideration to developing a work-at-home agent program. Agents can remain productive, and be given fair consideration for advancement, if the contact center takes the right approach to working at home.
Form a Steering Committee
That approach begins with a steering committee, which should include key stakeholders within the organization: executive management, call center management, the IT department, human resources, payroll, training and the agents. Involving key constituents in the process up-front will help ensure that everyone buys into the program from the beginning. The steering committee will be charged with auditing the current infrastructure and identifying how it can be expanded to suit home agents. For example, does the ACD support VoIP to deliver the call to the agent via a broadband Internet connection at the agent’s home. The steering committee should also articulate a long-term plan for realizing benefits from the home-agent program, such as a commitment to reducing physical desks and leased space for agents who may never use a desk inside a company facility or accommodate growth without renting more space.
Modernize Training Processes
Next, the organization should turn its attention to adapting its training processes. It is important for work-at-home agents to occasionally receive training in the office to be able to learn about the company and its culture. In addition, most work-at-home training should take advantage of the Web, secure instant messaging and teleconferencing to connect everyone for live sessions that previously would have been conducted in a classroom. Students can start their day on a conference call with a trainer, then work on a self-paced training module with knowledge checks along the way. Trainees can conclude their day with a closing session via another conference call led by a trainer. Breaking up training makes it easier for both students and trainers who aren’t used to working remotely or learning in a self-paced manner.
Start a Mentoring Program
Don’t disregard the importance of mentoring for work-at-home agents, as working remotely can be intimidating for those new to it. Mentoring programs give agents someone to rely on and learn from while offering a sense of connectivity when they might otherwise feel isolated. In the virtual environment, assigning new employees a mentor for their first six months on the job can help them feel more connected to the organization. New agents should meet their mentor the first day on the job and be in contact with that person at least twice a day for the first few weeks — just to make sure things are going well.
Use Technology to Add a Human Touch
To give agents a sense of community, the company may also want to post information on the corporate Intranet regarding regional holiday parties, training sessions and meetings. Personal announcements such as weddings, new babies, grandchildren, etc., also add a human touch.
Analyze Return-on-Investment
Once the program is operational and the organization has worked out the glitches, both the company and employees will start to reap the benefits. An in-depth return-on-investment analysis should be done to measure the success of the program. Be sure to include hidden costs such as increased postage, conference call and Web conferencing, and additional staff resources to support remote agents. Also account for hidden savings such as reductions in real estate, beverage service and office supplies.
Scheduling flexibility offered in the virtual environment can also greatly increase productivity while lowering overtime.
Because of the unique opportunity the virtual office presents, the organization can realize a much lower attrition rate with home agents. Typical call center attrition rates approach 30 percent, but successful work-at-home programs have proven to be much lower. Lower attrition can translate to significant bottom-line savings, as well as ensuring greater customer satisfaction by putting skilled, confident, tenured agents on the line.
Instead of asking why your company should start a work-at-home program, perhaps it’s time to start asking, “Why not?”
