The Effect of the At-Home Model on Customer Satisfaction

A recent research brief published by FurstPerson made some interesting observations  regarding the effects of moving high performing agents into an at-home model and its effect on overall customer satisfaction and loyalty.  A common practice for contact centers is deploying a mixed-mode  model, using at-home opportunities as a reward for high performing agents.  Initially, this sounds like a great incentive, but what the research report shows is that performance actually falls short using this approach.  The reason, the report claims, is that those implementing the program don't evaluate the appropriateness of at-home at the individual agent level.  Some additional things to consider beyond performance before sending an agent home include:

  • Is the agent a self-motivated person who will be able to operate in a less structured at-home environment?
  • Is the agent low maintenance?  Do they only perform at that high level because of a significant amount of supervisor interaction or are they doing it more on their own?
  • Is the agent technology savvy?  Will they be able to pick up on unique at-home technologies and troubleshoot in the event that there are issues with it?

Answering these questions about the agent before sending them home will allow you to offer the rewards of the at-home experience without jeopardizing the quality and service levels of your contact center.

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