Higher Educated Agents than Offshore Outsourcing
Eliminating geographic barriers to hiring allows nationwide recruiting that provides better language skills and more qualified and higher educated agents then those available through offshore outsourcing or traditional contact centers. About 75% of home agents have some college education.
Better Performance than Offshore Outsourcing
A larger recruiting pool allows for an easier match of agent abilities to call needs than available with offshore outsourcing. This results is an overall improvement in key performance indicators by an average of 20% over premise based agents, and even more over offshore outsourcing.
Reduced Training Costs than Offshore Outsourcing
Agents being trained on their own time, combined with elearning reduces training costs and attrition than offshore outsourcing or domestic call centers. Home Agents that live within drive time of a company's physical location can train on premises and then shift to work at home.
Increased Agent Occupancy Rates
With home agents you will no longer waste money by over staffing and having agents sitting around because of low call volumes or giving bad customer service by not having enough agents available to handle spikes in calls. Additional home agents are only a text or email message away.
Lower Turnover than Offshore Outsourcing
Hiring individuals who are more mature and better suited for the job combined with a higher level of job satisfaction results in an average yearly attrition rate as lows as 10% versus 100% or more with offshore outsourcing or traditional call centers.
Reduced Supervision Costs
Higher quality agents and performance based compensation allows a supervisor ratio of one supervisor to monitor and manage 25 Home Agents instead of 8 to 12 with premise based agents. This is much better than available with offshore outsourcing.
Higher Customer Satisfaction than Offshore
Home Agents feel their job is more valuable and harder to replace. Combining the feeling of job importance with a company philosophy that encourages keeping customers happy results with higher levels of customer satisfaction than available with offshore outsourcing.
Bringing Jobs Back To America
When you replace offshore outsourcing jobs with home agents you are increasing employment in America. Every person you replace with a work at home job saves about 7,000 pounds per year of carbon emissions from your employees' cars commuting to and from work each day.