Home Agent

A call centre home agent is a remote worker who can log into the call centre queue to either take or make customer phone calls just like being at a physical workstation.

With the introduction of Cloud Solutions, it is now quite easy (from a technology perspective) to have work from home agents still be connected to your call queues, systems etc so they have exactly the same access to systems, calls etc as sitting in the office.

In fact, you can still record calls, providing coaching share screens and even ‘whisper’ advice to a call centre agent while they are on a phone call to a customer.

So a call centre home agent model is all good right?

Remote working as a home agent provides a number of advantages for contact centres yet as you could imagine, it also comes with a range of challenges… These articles below will help you learn more about the call centre home agent:

Are home agents more productive?

According to a survey by Flexjobs, the following are reasons home agents say they’re more productive:

  • Fewer interruptions from colleagues (76 per cent)
  • Fewer distractions (74 per cent)
  • Minimal office politics (71 per cent)
  • Reduced stress from commuting (68 per cent)
  • More comfortable office environment (65 per cent)

Need some new technology to enable home agents or a consultant to help you set it all up? You’ll find both in our CX Directory > 

Upcoming Industry Events:

Customer Experience and the COVID Crisis with Don Peppers

Event Organiser:
CX Central

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

Virtual Coffee: Carrots and Sticks

Event Organiser:

In the final Virtual Coffee session for the year, this workshop explores the theory behind motivation and how leaders motivate others (and themselves) - plus some great tips!

Managing Difficult Customers – November 2020

Event Organiser:
CX Skills

The Managing Difficult Customers November 2020 course is delivered by global CX-Expert Daniel Ord teaching frontline agents how to identify different types of difficult customers and different types of difficult situations and use root cause analysis to apply the correct solution with confidence.

Be the first to comment

Leave a Reply