Blog Post

Score Big ROI with Game Changing Strategies for Home Working Agents

An estimated 60 percent of customer contact organizations currently use at-home call center agents in some capacity. By the end of 2013, the number is forecasted to jump to 80 percent, as this business model supports a positive ROI in agent and customer satisfaction while significantly reducing costs.

“The benefits of the home working model are well-established and are gaining solid traction,” said Michele Rowan, President of At-Home Customer Contacts and former VP of Performance Management at Hilton Hotels.  “But even I’ve been surprised this past year with some of the emerging trends that are delivering phenomenal returns. It’s great to see companies innovating and making changes to help drive business results.”

With the increased adoption of the home working model, tips and strategies have emerged that are useful for improving the effectiveness of all agents, not only for at home agents. The most impactful include proactive communications, performance management initiatives and staying connected. However, the question remains how can call centers implement a successful at-home program.

To ensure your program scores big with customers, agents and the business, it’s important to implement the game-changing strategies that bring on big ROI.

Join Knowlagent on September 18th at 2:00 pm for a live, interactive webinar with special guest, Michele Rowan, President of At Home Customer Contacts, to hear about two real-world case studies.

In this webinar you will learn about:

  • Key business drivers and ROI data for at-home programs
  • Micro-shift scheduling for voice and non-voice work
  • Internal help desk best practices
  • Effective learning and performance management
  • Getting a handle on productivity
  • Security, control and more

Register now:


About the author

Matt McConnell

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 300,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.

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