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At-Home Agent Management and Training Survey - May 2010

At-Home Agent Management and Training Survey - May 2010

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Published by knowlagent
This benchmark report includes survey results on topics such as delivery methods and frequency of training, coaching and communications to remote call center agents.
This benchmark report includes survey results on topics such as delivery methods and frequency of training, coaching and communications to remote call center agents.

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Published by: knowlagent on Aug 26, 2010
Copyright:Attribution Non-commercial

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05/12/2014

pdf

 
At-Home Agent Management& Training
Benchmark SurveyMay 2010
 
2
At-Home Momentum
With regards to at-home agents, are you:
45%48%7%48%41%11%69%25%6%54%35%11%49%44%7%
Using at-homeagentsConsidering at-home agentsNot using orconsidering at-home agents2010 May2010 Mar2009 Nov2009 Sep2009 Apr
There continues to be an increase in the number of centers currently using or considering at-homeagent programs. This reinforces the perceived benefits of at-home initiatives and the momentumbehind this model.The following survey questions were only asked of those using or considering at-home agents.
 
3
Maturity of Program
Of those surveyed, most said that they are in the process of scaling from a pilot to a larger at-homeinitiative. This indicates that those that have launched pilot s have seen enough benefit to continuewith the program.

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