The flexibility of a work-at-home-agent model has rapidly evolved into a highly viable solution for contact centers.
According to an Everest Group report, the number of work from home agents has grown an average 17% - 19% per year over the last several years with no signs of slowing down. Given record-low unemployment, a tight job market and unexpected disruptions like the ongoing novel coronavirus (COVID-19) outbreak, the flexibility of a work-at-home-agent model has rapidly evolved into a highly viable solution for contact centers. As a result, in addition to high agent satisfaction and increased productivity, companies that have adopted the at-home model also saw access to niche, specialized talent pool, improvements in customer satisfaction, lower employee turnover and, more importantly, minimizing impact from disruptions and ensuring business continuity.
SPEAKER
Scott Barli
Director of Business Client Support, Sprint
Scott Barli leads a diverse Business Client Support Organization; responsible for strategy development, implementation, execution and operational delivery of B2B support including all B2B Care Centers and B2B Care digitalization.
Scott joined Sprint in 1997 after Sprint’s acquisition of the IT consulting company Paranet. Prior to his current role he held other executive positions including Sales Support, International Product Implementation and Consumer Technical Support
SPEAKER
Peter Ryan
Principal Analyst, Ryan Strategic Advisory
Peter Ryan has been at the forefront of contact center services market advisory for over a decade. Over the course of his career, he has advised contact center outsourcers, their clients, industry associations and governments on matters ranging from vertical market penetration and service delivery to best practices in offshore.
Work at Home and Its Impact on Business Continuity
Strategic Insights