On The Smarter Office, I just posted about work-at-home call centre agents. It’s Part 1 of a two-part series:
“Call centres have become a mainstay in how organizations provide pre-sales service, post-sales support, and even selling itself. They have become a vital channel-to-market, and when done well, provide both cost efficiency for the organization, and time effective service and support for customers. Call centres usually require that call centre agents, or representatives, travel to the physical location of the call centre in order to receive calls. But the technology exists to allow call centre agents to work away from the call centre. While I doubt we’ll ever see a call centre agent working out of a Starbucks coffee shop — too much background noise for the agent and their callers, and too disruptive for everyone else trying to drink coffee and have a friendly chat — the most common approach if you’re not on-site is to work from home. If the agent has a quiet environment at home that’s free of unnecessary background noise, they should be able to give as good a quality service and support to callers as they could if they were in the call centre.
There are four factors that line up for work-at-home call centre agents, and I examine these factors in this post. In the second part (coming later this week), I look at the remaining collaboration challenge with work-at-home agents.“