At-Home Agents – An Answer to Global Warming?
Author: Jim Mitchell
I have noticed two topics that have been getting a lot of press lately – Global Warming and at-home agents. I started wondering to myself whether these two topics might somehow be related. Then, it occurred to me that they are – at-home agents can help contact centers reduce carbon emissions. Now, hear me out on this one…
First, let me say that if you are thinking about employing at-home agents, you need to think about the impact of a number of factors on your business – the technology implications, as well as human resource, security, training, facilities, and legal concerns. But, when it comes to environment-related issues, the most obvious benefit is that at-home agents don’t have to drive anywhere, meaning that they won’t be emitting carbons from their automobiles. The tangential benefits are that your company can reduce pollutants and facilities-related costs because you don’t have to provide office space for at-home agents, and you don’t have to heat or cool the space. Also, morale will be higher because your employees can work from the comfort of their own homes. I think that sounds like a win-win situation all the way around.
Environmental issues aside, there are also a number of other benefits your company, customers and agents can realize. You can access a broader, better and potentially more cost-effective resource pool, giving you the opportunity to employ agents who are located anywhere in the world. Your customers will most likely appreciate this approach because you will be able to provide them with a truly around-the-clock support environment that operates in any and all time zones and language requirements.
Flexibility is also a big plus because with at-home agents you can easily add resources during peak periods or when you need them on the fly. And, your agents can work during the hours that best fit their needs. For example, people with children could work at night while everyone is sleeping or during the day while the kids are at school; or retirees could work part-time schedules. Who wouldn’t want this type of work/life balance? Not only will your agents be happier, they will most likely provide your customers with better service, and they will stay with your company for a longer period of time leading to lower recruiting and training costs for you.
Are you using at-home agents in your contact center? If so, tell me about your experiences.
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