The concept of at-home agents continues to drive attention in the contact center market, to the point where we no longer need to be sold on the validity of the model. The trick now is figuring out how to build an at-home program. I recently sat down with Michele Rowan, CEO of Customer Contact Strategies, to hear some of her top tips on building a program with work-at home agents.
Is your recommendation to clients to hire agents to start at home rather than start in the center and graduate them to work at home?
eLearning in theory is an incredible tool for businesses and especially the call center. But as you know, tools are only as useful as you make them. We’ve spoken to customers and prospects and come up with 6 keys to successful adoption of eLearning and Coaching in the call center.
1. Introduce it on day one: Introduce agents to your eLearning system on their first day in the new hire class. By integrating the system into your culture from the beginning, agents will be more likely to use eLearning on the job. Provide the same foundational training to supervisors with additional time spent on the coaching reporting and agent adoption techniques.
2. Get supervisors involved in content creation: Create a culture of supervisor-empowered adoption by getting team leaders to use the system and buy-in to its benefit on their teams. Involving supervisors in the content creation process drives adoption as they tend to be subject matter experts and are equipped to contribute valuable content in the eLearning system.
Humor me for a moment here and go through this exercise. Stop everything and count to sixty. No multi-tasking, no phone calls, no e-mails, just count to sixty. Ready, go. One thousand one. One thousand two… Sixty seconds of sitting still is painful, isn’t it? Just think if you had that sort of unproductive wait time for 53 minutes every day. Or up to 12,672 minutes per year. What a waste! And how boring! You just experienced less than 2% of the average call center agent’s daily wait time.
I recently facilitated this activity at a company meeting at Knowlagent. From that one minute of employees sitting, I lost $125. If my employees all had unproductive time equivalent to call center agents, it would cost me $3,312.50 per day, $66k per month, $795k per year.