According to the National Association of Call Centers, more than half of the contact centers in the United States today (53 percent) have some percentage of their agent population functioning from a home office.
The benefits of using remote agents make a compelling case for companies who are looking to streamline operations, provide improved customer service, decrease call center costs, and increase agent retention and job satisfaction. Companies experience bottom line savings through reduced call center operating costs. Reduced operating costs associated with at-home agents include lower starting wages and reduced benefits, less need for brick and mortar facilities and support staff, increased labor pool with flexible scheduling options, and reduced training costs associated with increased agent retention. Additional cost savings are found with part-time agents who receive reduced benefit packages required for full-time employees. The at-home agent model reduces the need for large call centers and accompanying support staff. The agent pool is limitless with remote agents, and
various configurations of scheduling options are possible. Staffing for special events, holidays, and vacations is simplified, also accommodating spikes in call volume on short notice. Employee satisfaction leads to agent retention. Replacing agents is a major cost consideration for companies with high employee turnover. Recruiting and training costs can significantly impact a company’s bottom line profit margin.
Retention rate for at-home agents is 80% versus 25% for in-house.
Agent morale is a key factor in retention. Remote agents are more likely to be satisfied with their jobs because of being empowered by having control over their schedules.
Estimated annual savings per at-home agent is approximately $25,000, including reduced facility requirements, training, and supervisory demands. Experts report the on average cost of an on-site agent at $31 per hour, compared to $21 for at-home agents.
The key to remote agent success is making certain they each have up-to-the-minute understanding of their performance and any issues that can impact success or expose the company. Caperio performance platform is designed in the cloud for seamless execution by remote agents and is used today by the largest companies to achieve excellence across remote agents working in their organizations.