Customer Experience News & Trends

At-home agents or offshore – what’s the way to go now?

What’s the better way to staff when in-house growth doesn’t fit the bill – at-home agents or offshore contracts?

The growing trend is more at-home agents, according to research gathered by Michele Rowan, an industry expert with At Home Customer Contacts.

Almost 40% of companies use at-home agents now, one study found. And the use of at-home agents will exceed the growth of offshoring in the next year, an IDC study found.

Rowan, who shared her research at the International Customer Service Association’s (ICSA) annual conference, found these were the top reasons companies prefer at-home agents:

  • Cost reduction (35%)
  • Employee satisfaction (34%)
  • Growing demand/need more staff (30%)

Of course, working from home isn’t for everyone. Contact center leaders who’ve started work-from-home plans say agents who are above-average performers, self-motivated, informal leaders, innovative problem solvers and initiators work well in the positions.

You can learn more about staffing and ways to improve your contact center at the International Customer Service Association’s annual conference in Richmond, VA, on Sept. 16-19.

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