Home Agents - Growing the Workforce | Enhancing the Bottom Line

Behind the media buzz around home-based agents are many good reasons why this idea is rapidly gaining ground, from the economic to the environmental.

Qualified Agents within Your Reach

Many qualified people are unable or unwilling to commute. Rising fuel costs are shrinking the feasible commuting radius, even for people who have been commuting. Opening up to home agents greatly expands the candidate pool, so you can find and retain the qualified people you need, to support the best possible customer experience.

Cost Reduction Drivers

Having more qualified agents driving customer satisfaction helps the top line; home agents drive cost savings as well. Home workers reduce facilities costs like rent and utilities. They also make it easier to right-size your workforce and match it to your workload. Home agents tend to be much more flexible about working hours. They are more willing to accept, and they often seek, less than full time employment.

Environmental Benefits

Many companies are looking for new ways to be good green citizens. Home agents are very green. Commuters are a significant part of the carbon footprint of an enterprise. Reducing the number of cars on the road directly reduces that footprint. This type of green also benefits the home agents, by reducing fuel and other costs of commuting.

Business Continuity

From severe weather, to natural and man-made disasters, you can always count on the unpredictable. But when the unexpected does strike, will your contact center be prepared?  Even when your agents can't get to your call center(s), a well thought out business continuity strategy that includes the ability to deploy agents at home (or anywhere across a virtual call center) can make a difference in whether or not your customers can reach you when it counts.   

How to Enable Home Agents

Traditional contact center technologies don’t support home agents gracefully. Complex, high-cost solutions don’t make economic sense. CosmoCom's unified, all-IP virtual contact center architecture makes it easy and cost-effective to include home agents with the same control, reporting, and monitoring tools available for premise-based agents. There is nothing more to buy. Every CosmoCom agent is location-independent. CosmoCom has been enabling agents anywhere for a decade - long before the latest round of media hype about home workers. CosmoCom technology can help your enterprise benefit from agents at home.

We'll be happy to discuss your virtual workforce needs today.
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