Cost containment is still a factor in the contact center, but it’s no longer the driving force. Today, the customer is firmly at the wheel, and home agent contact centers have moved to the forefront of many companies’ customer engagement initiatives.
By removing office commutes from the equation, home-based contact centers can tap into a much broader applicant pool than the traditional brick and mortar, making it easier to recruit skilled, mature and enthusiastic customer service professionals—the perfect corporate brand ambassadors.
At an average age of 40, 85% of home-based agents are college educated and most have at least ten years of business experience under their belts. In contrast, brick and mortar agents are typically young, high school educated, inexperienced and rarely looking to stay for the long haul.