Happier in the Home: Why Agent Engagement is Critical Pamela Dodrill, Business Consultant Customer Service Initiative.

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Presentation transcript:

Happier in the Home: Why Agent Engagement is Critical Pamela Dodrill, Business Consultant Customer Service Initiative

Agenda Why a Work at Home Model? Business benefits Agent benefits Global benefits The Domino Effect (Frontline Case Study) Business results Agent testimonials How to implement and keep your agents engaged Projects 101 The pieces Key Takeaways

Why a Work At-Home Model? Save Money Flexible scheduling removes excess low volume and high staff costs Reduced real estate, overhead and facilities costs Lower salary costs Government subsidies

Why a Work At-Home Model? Improve Caliber of Workforce More experienced agents Unlimited hiring pool Use as an incentive and send your best home

Why a Work At-Home Model? Improve Service Levels Higher job satisfaction Lower attrition Flexible schedules for peaks and valleys

Why a Work At-Home Model? Reduced Carbon Footprint Eliminate commute Eliminate office space and energy usage Reduction in need to purchase work clothes

Why a Work At-Home Model? Job Creation Create U.S. based jobs Employ persons with disabilities Employ care takers of elderly and veterans Disaster Recovery

The Domino Effect: Case Study

Frontline Call Center Outsourced call center on Orcas Island, WA Jill Blankenship, CEO Goal to employ island residents year round Challenges Faulty telephony system Limited hiring pool Limited real estate space

Action and Results 114% business growth 5 more hours of active time per 10 agents Measurable performance No new real estate or facilities investment

Agent Testimonials Kelly K. Robin D. Amy R.

How to Implement

Keeping Agents Engaged The Pieces Strong onsite culture Extend inclusiveness Link onsite and offsite workers Paradigm shift Sophisticated management

Landing page Web collaboration Group chat eLearning Multi-channel communications Online recruiting and hiring Online scheduling and WFM Technology

Security Identify and support data privacy regulations Work closely with legal and information technology Keep data in the data center

Key Takeaways Everybody Wins Company saves money Agents are satisfied Happier customers Cleaner environment Economic job growth It Works Frontline: Increased revenues and grew business Expanded hiring pool Agent testimonials Agent Engagement Culture Organizational change Use your best Use technology to keep them engaged