Implementing a Home Agent Pilot

Home agents, Scheduling/staffing alternatives

Jun 28, 2010

Our contact center is seriously considering implementing a home agent pilot. We are seeking tips/advice from managers who have had success with their home agent initiative. Thanks in advance!

Greg Levin

Answers

  • Posted at 11:35AM on Nov 24, 2010

    step-1: having right set of tools and technology will hold the key step-2: attracting talents to work from home requires people with specific skills, who can work independently without a direct supervision and are self disiplined (are hard to find and spotting these talents holds the key) step-3: bridge gap; no matter what ever tools and technolgy you put in place, communication holds the key; bringing your workforce though they are physically spread out requires constant attention and well laid out plan, that needs nurturing step-4: which process are extended for being working from home; security concerns and other issues have to be carefully thought about step-5: training - no amount of emphasis can be laid on this; as you are gonna train, coach and provide feedback to workforce who are no co-located step-6: set of HR rules that will govern your at home workforce, joining, onboarding, seperation - has to be well defined; while this has to be tied to your technology piece (step-1) as access rights and other things related to joining and seperation have to be seamless. its an interesting question, however the list has many more to this that needs careful detailing; gud luck

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