Home-Based ServicingHome-Based ServicingHow, when and why to explore How, when and why to explore an at-home agent workforcean at-home agent workforce

Myra GoldenMyra GoldenCall Center WebinarsCall Center Webinars

Myra GoldenMyra GoldenAn author, online An author, online columnist, consumer columnist, consumer behavorist, and behavorist, and motivational speaker, motivational speaker, Myra has been called Myra has been called

““the powerhouse the powerhouse driving customer driving customer service improvement service improvement within many of the within many of the world’s best-known world’s best-known brands.”brands.”

Your speaker, Myra Golden in Tulsa, OK

Introduction and OverviewIntroduction and OverviewIntroduction and OverviewIntroduction and Overview

Introduction & OverviewHome-Based ServicingHome-Based Servicing

Less office space/resource Less office space/resource requirementsrequirements

More productive workforceMore productive workforce More motivated and happy More motivated and happy

employeesemployees Increased employee retentionIncreased employee retention

Benefits

Broader recruiting base Broader recruiting base (Rural, (Rural, disabled, senior)disabled, senior)

Less impact from weather Less impact from weather conditionsconditions

Reduced sick leaveReduced sick leave Decreased environmental impactDecreased environmental impact

Benefits

Flexibility in schedulingFlexibility in scheduling Forces you to automate and go Forces you to automate and go

paperlesspaperless Improves quality of life for peopleImproves quality of life for people Cost savings Cost savings (IDC reports $31/hour (IDC reports $31/hour

for brick & mortar; $21 /hour for home for brick & mortar; $21 /hour for home agents)agents)

Benefits

When to Consider Remote AgentsWhen to Consider Remote Agents

1.1. Trouble hiring quality agentsTrouble hiring quality agents

2.2. High turnover (25% or higher)High turnover (25% or higher)

3.3. A need for PT for peak or off-A need for PT for peak or off-hourshours

4.4. Agent commuting costsAgent commuting costs

5.5. A need for agents with flexible A need for agents with flexible schedules not tied to a shiftschedules not tied to a shift

6.6. A need to quickly/easily staff A need to quickly/easily staff up/down to meet seasonal up/down to meet seasonal patterns or demands patterns or demands

6 Primary Business Drivers

A Case StudyA Case StudyA Case StudyA Case Study

9 Problems You May Run Into9 Problems You May Run Into

1.1. Lack of detailed guidelines and Lack of detailed guidelines and proceduresprocedures

2.2. Selecting wrong agentsSelecting wrong agents

3.3. Remote agent’s ISP downRemote agent’s ISP down

4.4. Power outages in agent’s homePower outages in agent’s home

5.5. Lack of remote training and Lack of remote training and communication plancommunication plan

9 Problems You May Run Into9 Problems You May Run Into

6.6. Remote agents dis-engagedRemote agents dis-engaged

7.7. Inconsistency in servicing Inconsistency in servicing

8.8. Deploying too fastDeploying too fast

9.9. Not enough supervisory/peer Not enough supervisory/peer supportsupport

Controlled environmentControlled environment Dedicated, ergonomical workspaceDedicated, ergonomical workspace PC, chair, desk PC, chair, desk (not lying on bed)(not lying on bed)

No sound interruptions No sound interruptions (roommate, pet, child)(roommate, pet, child)

Not care giver Not care giver (for anyone under age 13 during (for anyone under age 13 during shift)shift)

Basic Home Office Setup

Technology - ComputerTechnology - Computer

Company or agent Company or agent provided? provided? (pros & cons to (pros & cons to both)both)

PC or Mac?PC or Mac? Specify connectivity Specify connectivity

requirements requirements Specify Specify EXACTEXACT

computer computer requirements requirements

Sample Equipment Requirements Sample Equipment Requirements A personal computer with at least a 1GHz Pentium III processor or

better. A minimum of 512 MB of RAM Memory. Windows XP ( we do not recommend Home Edition), or Windows

Vista (see important information below). Internet 6 with Service Pack 2. Java 2- Version 1.5 A minimum of one USB port (USB version 2) System configured in accordance with Microsoft's

recommendations as outlined on their 'Protect Your PC Web Site." These steps include:

Windows Update module enabled and configured to update automatically

Windows standard firewall enabled on systems where it exists Anti-Virus software installed and configured to automatically

update (please refer to Microsoft's web site for instructions on securing your system)

Ad-Aware installed and run at least once per week. You can get this tool at no cost at www.lavasoft.com

A monitor capable of displaying at least 1024 X 768 pixels A sound card installed Speakers or headphones

Technology - PhoneTechnology - Phone

Agent or company Agent or company provided?provided?

Specify landline or Specify landline or if VOIP or cable if VOIP or cable acceptable; cordlessacceptable; cordless

Clarify “dedicated”Clarify “dedicated” Specify if cell Specify if cell

phones can be usedphones can be used

Data Risk PreventionData Risk Prevention

Agents log in to Agents log in to Virtual Private Virtual Private Networks (VPN)Networks (VPN)

Lock down printing Lock down printing functionfunction

Don’t allow wireless Don’t allow wireless communicationscommunications

Provide (or require) Provide (or require) shreddersshredders

Employees or Employees or Independent Independent Contractors?Contractors?

Scheduling IdeasScheduling Ideas

PT, FT, or flexiblePT, FT, or flexible Schedule the same as you would in Schedule the same as you would in

brick & mortar brick & mortar OROR provide maximum provide maximum flexibility flexibility

Post schedule weeklyPost schedule weekly Agents login and select blocks of 30 Agents login and select blocks of 30

min or moremin or more Priority granted to highest performers Priority granted to highest performers

and demonstrated reliabilityand demonstrated reliability

Agent Selection Agent Selection

1.1. Online application/profile Online application/profile testtest

2.2. Voice auditionVoice audition

3.3. Phone interviewPhone interview

4.4. Certification/trainingCertification/training

Traits of Success Home AgentsTraits of Success Home Agents

Moderate to strong Moderate to strong technical skillstechnical skills

Problem solving skillsProblem solving skills Industry experienceIndustry experience Excellent Excellent

communicatorcommunicator Independent/self Independent/self

starterstarter

Training Home Based AgentsTraining Home Based Agents

New hire internship New hire internship (Free & Clear)(Free & Clear)

Coaching & training Coaching & training delivered via phonedelivered via phone

Have agents attend Have agents attend refresher/annual refresher/annual training events onsitetraining events onsite

Use technology to Use technology to deliver training onlinedeliver training online

Managing Home Based Agent Managing Home Based Agent PerformancePerformance

Quality call Quality call monitoringmonitoring

Coaching phone callsCoaching phone calls Home visitsHome visits Targeted online Targeted online

trainingtraining

Engaging Home Based AgentsEngaging Home Based Agents

Include home based Include home based agents in incentivesagents in incentives

Create chat roomsCreate chat rooms Invite agents to Invite agents to

special eventsspecial events Encourage them to Encourage them to

communicate with communicate with email, IMemail, IM

Invite (or require) Invite (or require) them to dial in for them to dial in for staff meetingsstaff meetings

Engaging Home Based AgentsEngaging Home Based Agents Assign an internal Assign an internal

employee to be their employee to be their “buddy”“buddy”

Involve them by asking Involve them by asking them to join committeesthem to join committees

Hold remote Hold remote teleconferences/webinarteleconferences/webinarss

Invite them to social Invite them to social eventsevents

3 Ways to Implement Home Based 3 Ways to Implement Home Based ServicingServicing

1.1. Gradual conversionGradual conversion

2.2. Start fresh with Start fresh with new group/divisionnew group/division

3.3. Use an outsourcing Use an outsourcing companycompany

Companies Successfully Using Companies Successfully Using Home Based AgentsHome Based Agents

JetBlueJetBlue Office DepotOffice Depot Free & ClearFree & Clear AAAAAA Walgreen’sWalgreen’s Procter & GambleProcter & Gamble General ElectricGeneral Electric 1 800 Flowers1 800 Flowers CitibankCitibank VerizonVerizon