With
the volume of communications between customers and companies rising every year,
agent-assisted contact deflection through self-service and social media cannot
absorb all of the new volume. At-home agents can be perfect to help you deal
with rising levels of agent-assisted contacts.
Within
the pool of people available for at-home contact agent work are individuals who
belong to the so-called "silent generation" as well as older baby
boomers who are entering retirement. Together I think of them as the “silent
boom for at-home assignments.” These older workers often have exactly what
managers are looking for in customer service agents. They are mature, polite,
and respectful, and they use less jargon than younger generations and tend to
live in homes with fewer distractions - for the agent and for the customers.
The children are grown and gone, so there are no babies crying in the
background, and cats predominate over dogs, and do not make a lot of noise.
There are quiet empty-nest bedrooms available to turn into home offices which
are perfect for home-agent use. Those over 65 are covered by Medicare, which
can take the expense of health care coverage out of the equation.
The
unfortunate fact is that the market movements of recent years have left more of
these older people in need of supplemental income. In addition, many are happy
to work, as it gives their retirement years more meaning.
The
combination of availability, superior work ethic, good work spaces and need for
additional income make these population groups ideal targets for many at-home
agent operations. It can be a win-win-win for you, your customers and the
agents.
To
discuss best practices in designing or optimizing an at-home agent operation,
please contact
Bruce
BelfioreBruceBelfiore@BenchmarkPortal.com
http://www.BenchmarkPortal.com
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