Home Based Agents The Crown Jewels of Customer Service Sally Hurley VIPdesk_Jack Heacock Telcoa_052710

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Virtual contact centers: the basics At-home agents: providing intuitive customer service Increasing customer satisfaction and revenue via a home-based team Profile of an at-home agent: how talent drives success Recruiting and managing home-based agents Environmental benefits of a home-based workforce Real-life examples of successful virtual customer care

Text of Home Based Agents The Crown Jewels of Customer Service Sally Hurley VIPdesk_Jack Heacock...

  • 1. VIPdesk Webinar Series May 27, 2010 Cover Slide Home-Based Agents d The Crown Jewels of Customer Service Todays Presenters Jack Heacock: SVP, Telcoa: The Telework Coalition Sally Hurley: President, VIPdesk Welcome to todays Webinar! The presentation will start shortly. Todays presentation is being broadcast through the Internet. You do not need a conference dial-in number. To hear todays webinar, simply turn the volume up on your speakers and you will be able to hear the presentation via your computer. Confidential Proprietary VIPdesk Information 1
  • 2. About Todays Presenters Sally Hurley Jack Heacock President Sr. Sr Vice President 20+ years delivering premium Co-founder of the Telework service f F t i for Fortune 500 brands b d Coalition, W hi t C liti Washington, D C D.C. Passion for service Call Center Magazine Pioneer Award winner for Work@Home Committed to building a culture that Agent Programs supports work-life balance pp Nationwide human resources and Proud to be a green company- payroll corporate systems; supporting thousands of individuals telecommunications; and facilities that work from home across North Project Director for Amtrak America Lt Colonel U.S. A C l l U S Army Si Signal Corps lC President of Entrepreneurs (Retired) Organization Confidential Proprietary VIPdesk Information 2
  • 3. Todays Agenda Virtual contact centers: the basics At-home agents: providing intuitive customer service Increasing customer satisfaction and revenue via a home-based team Profile P ofile of an at-home agent how talent drives at home agent: ho d i es success Recruiting and managing home-based agents Environmental benefits of a home-based workforce Real-life examples of successful virtual customer care Confidential Proprietary VIPdesk Information 3
  • 4. VIPdesk Webinar Series Why a Work@Home Why Work@Home Solution ~ The Crown Jewels of Customer Service i May 27, 2010 Copyright 2010, T T C All Rights Reserved
  • 5. Work@Home Quality @ Q y Better educated, more mature agents Greater agent and customer satisfaction Larger pool (geographic area) of agents Improved agent retention and skills base Part time Part-time and Split-Shift agent availability Split Shift Less use of imported energy Reduced congestion, pollution, and injuries Copyright 2010, T T C All Rights Reserved
  • 6. Work@Home Costs @ Homesourcing (Work@Home)Benefits Avoid lay-offs in tough economic times Reduced cost per agent Better corporate and customer memory Trending for Bank Cards, Annuities, Investments, Insurance, Medical advice, , , , scheduling, and triage, 411, 911, etc. Recommendations by The Tower Group March 2008 Homesourcing Call Centers March 2010 - Telecommuting: A Targeted Solution Copyright 2010, T T C All Rights Reserved
  • 7. Work@Home Stability @ y Events ~ Those Stubborn Things Weather obstacles Natural occurrences Geo-Political disruptions Off-shore inhibitors & degradations Other obstacles Minimized or avoided via Home Agents Copyright 2010, T T C All Rights Reserved
  • 8. The Formula IT + P = E For Successful Work Today and Tomorrow Copyright 2010, T T C All Rights Reserved
  • 9. IT + P = E P E The enabling Information Technology PLUS the implementing Policies, Processes, and p g , , Procedures EQUALS the Economic Energy and Economic, Energy, Environmental benefits for the Work@Home employees, their employers and the customers and p y p y communities served See: The Telework Coalitions Top Ten Reasons for the Virtual Workforce p Copyright 2010, T T C All Rights Reserved
  • 10. Work@Home The C Th Crown Jewels of Customer Service J l fC t S i Emerald: Enthusiastic fresh and Enthusiastic, fresh, genuine service Ruby: Satisfaction and resolution ~ The Th 1st ti time and every time d ti Safire: Customer needs anticipated and fulfilled with comfort and up- up selling opportunities Diamond: Improved cultural and understanding focus Pearl: Word of mouth customer-to- customer 3rd party referrals p y Copyright 2010, T T C All Rights Reserved
  • 11. Implementing: Do it yourself or outsourcing? While distributed work cannot occur without the enabling technologies, the Ps are often the g g greatest challenge to coordinate and develop To achieve the objects of improved quality, cost containment, and speed of implementation many are partnering with those who have a demonstrated track-record of virtual customer care success Copyright 2010, T T C
  • 12. Our Passion Our clients trust VIPdesk to represent their brand as a seamless extension-- providing exceptional service to their customers, that helps ensure customer retention and drive revenue. . . . making great brands a gg a b a d even better Confidential Proprietary VIPdesk Information 12
  • 13. Brand Leaders Trust VIPdesk Confidential Proprietary VIPdesk Information 13
  • 14. VIPdesk Core Belief Every customer contact is a critical marketing event E i ii l k i And an opportunity to drive performance and profitability profitability. Conversely, a single negative customer event, poorly handled, can d destroy a brands reputation. b d i Confidential Proprietary VIPdesk Information 14
  • 15. Projected Growth of Home Agents Confidential Proprietary VIPdesk Information 15
  • 16. Attract Home-based Applicants Flexible scheduling Reduced expenditures p Elimination of commute Enhanced schedule flexibility - work/life balance Comfort of working from home Geographically Ability to maintain lifestyle in addition dispersed agents mitigate risks to career associated with Work on behalf of brands they love localized or regional Business Continuity events