Call Center at-Home Agent Best Practices

Call Center At-Home Agent Best Practices
Essential tools for managing employee performance, service quality and the customer experience

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Call Center At-Home Agent Best Practices
Essential tools for managing performance, service quality and the customer experience

Table of Contents
Executive Summary .......................................................................................................... 1 Value Proposition .............................................................................................................. 1 Out of Site, Not Out of Mind .............................................................................................. 2 Training and Coaching ...................................................................................................... 2 Quality Assurance Best Practices ..................................................................................... 4 Security ............................................................................................................................. 5 Conclusion ........................................................................................................................ 6 About the Author ............................................................................................................... 7

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January 2009

Call Center At-Home Agent Best Practices
Essential tools for managing performance, service quality and the customer experience

Executive Summary At-home agents deliver significant cost savings, greater flexibility, a deep, diverse and qualified labor pool and reduced staff churn for call centers. Other important benefits include reduced absenteeism, increased productivity, and enhanced customer satisfaction. At-home agents also present call center managers with a major and new management challenge – bringing out the best in people they cannot see. While managing remote