According to the The State of Telework in the U.S., a report based on U.S. Census Bureau data, teleworking increased 79.7% among non-self-employed workers from 2005 to 2012. Based on this trend, many are projecting that teleworkers could total 3.9 million by 2016, an increase of another 21%. What is spurring this increase?
A group of graduate students at Stanford University published a study last year that may give us some insight. The team enlisted the help of CTrip, a NASDAQ-listed Chinese travel agency comprised of 16,000 employees around the world. About 500 contact center agents participated in the 9 month study.
At the conclusion of the experiment, CTrip found that:
- There was a 13% performance increase among work-at-home agents
- $1,250 was saved on infrastructure costs per agent
- Attrition rates dropped by 50%
Combining the increased performance and cost savings by having agents work from home, CTrip concluded that they would save about $2,000 per year for each teleworker. Our customers have seen similar results. At-home agents consistently report increased job satisfaction which leads directly to better customer experiences and greater customer loyalty. Businesses are also able to achieve significant cost savings by reducing overhead and operating expenses.
On February 13th, we’re hosting a webinar to discuss these trends and “How Work-at-Home Agents Can Deliver Better Customer Experience.” Joining us will be Jill Blankenship, Founder and CEO of Frontline Call Center Management, and Arthur Nettleship, Performance Improvement and Workforce Manager at FamilySearch International. The discussion will be moderated by inContact CMO, Mariann McDonagh.