Agents are a critical part of your contact center operation and can consume 70%+ of your operating budget. Allowing agents to work at home is not only environmentally green, but it can lead to higher productivity, engagement, retention and a better customer experience all while lowering your brick-and-mortar contact center costs.
Supporting work at home agents is a breeze with Envision's on premise or cloud solutions. You can easily deploy and connect agents for omnichannel recording, quality monitoring and even remote live view to ensure you have the tools needed to monitor performance. Furthermore, you can leverage the coaching and training elements of our solution to ensure remote agents are getting the feedback needed to improve.
Here are some strategies to consider when implementing a work at home agent program:
Learn how Alaska Airlines used Envision's solutions to help transition more than 60% of their contact center agents to work at home agents, all while improving customer experience, quality and employee engagement.
Work at home agents are an extension of your on-site agent workforce and their interactions, including voice, screen and omnichannel should be recorded. Using these recorded interactions, the next step in creating an exceptional customer experience is determining the KPIs that map to your ideal customer journey. Evaluating interactions against those KPIs in an objective manner and taking action to transform agent and operational performance will improve your customer experience, as well as, motivate and allow you to retain your employees.
Using workforce management, work at home agents are scheduled the same way in-house contact center agents are. In some cases you will be scheduling work at home agents on a part time schedule, and they will need the same opportunities to request time off, bid for scheduled shifts and be notified of when they are scheduled to work. Real-time adherence will alert when remote agents are not adhering to schedules allowing you to determine why, reduce shrinkage and perform intra-day adjustments.
Use Click2Coach with training new agents, using real customer interaction scenarios or prior recorded calls as examples of how to handle different customer interactions. Work at home agents need consistent evaluation and feedback, as they don't have the benefit of overhearing colleagues in the cube next door. Keeping a steady stream of positive feedback to work at home agents will keep them engaged, as well as, more effective in driving your desired customer experience.
With Click2Coach, you have the very best workforce optimization solution available on-premise in your own data center, or in our secure Click2Coach Cloud hosted in Microsoft Azure. We also offer the path to start on-premise and migrate to the cloud later, which gives you the flexibility and assurance that your data will follow once ready. Flexibility, security and best in class features and performance is our customer promise.
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