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At-Home in Action:Managing Those You Can’t See
(Case Study)
About the Presenter
Tom MilliganVice President – Western RegionUCN | [email protected]
19 years in call center industry Managed traditional Brick & Mortar contact centers Managed “remote” contact centers
Bullet Bullet Bullet
About the Presenter
Jill BlankenshipFounder and PresidentFrontline Call Centerwww.frontlinecallcenter.biz(360) 376-6996 [email protected]
28 Years in Sales and Marketing Tenacious Entrepreneur Love to Look Outside the Box
Agenda
The Perfect Storm
Home Agent Profile & Business Benefits
Operational Challenges
People, Processes & Management
Best Practices
PATH
The Perfect Storm
US Economy: Flat/Negative Growth
Durable Goods (new orders)
2,13
7,68
7
2,25
2,73
7
2,32
4,00
0
2,08
1,01
5
2,04
5,44
1
2,09
7,64
8
2,32
5,02
7
2,51
5,35
6
2,57
0,64
2
2,59
4,52
0
2,57
5,67
3
1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008(est)
Source: BHF-Bank
The Perfect Storm
Costs are RisingFuelFoodLaborReal Estate
The Perfect Storm
Fuel costs are Rising
U.S. Retail Gasoline Prices
$1.10
$3.72
$-
$0.50
$1.00
$1.50
$2.00
$2.50
$3.00
$3.50
$4.00
Jan 1
991
Jan 1
992
Jan 1
993
Jan 1
994
Jan 1
995
Jan 1
996
Jan 1
997
Jan 1
998
Jan 1
999
Jan 2
000
Jan 2
001
Jan 2
002
Jan 2
003
Jan 2
004
Jan 2
005
Jan 2
006
Jan 2
007
Jan 2
008
Curr
ent
Source: eia.doe.gov
The Perfect Storm
Food Costs are Rising
Source: www.foodtimeline.org
Kellogg's Corn Flakes (average price per oz.)
$0.00
$0.05
$0.10
$0.15
$0.20
$0.25
$0.30
1990 1991 1992 1993 1994 1997 1998 2000 2004 2008
The Perfect Storm
Increased Labor Costs
Source: US Census Bureau
Median Household Income
$-
$10,000
$20,000
$30,000
$40,000
$50,000
$60,000
1967
1969
1971
1973
1975
1977
1979
1981
1983
1985
1987
1989
1991
1993
1995
1997
1999
2001
2003
2005
2007
The Perfect Storm
More Income But Less Money
Source: US Census Bureau
Poverty Threshold
0
2000
4000
6000
8000
10000
12000
14000
16000
18000
1967
1969
1971
1973
1975
1977
1979
1981
1983
1985
1987
1989
1991
1993
1995
1997
1999
2001
2003
2005
2007
The Perfect Storm
Income vs Poverty
Poverty Threshold
0
2000
4000
6000
8000
10000
12000
14000
16000
18000
1967
1969
1971
1973
1975
1977
1979
1981
1983
1985
1987
1989
1991
1993
1995
1997
1999
2001
2003
2005
2007
Source: US Census Bureau
Median Household Income
$-
$10,000
$20,000
$30,000
$40,000
$50,000
$60,000
1967
1969
1971
1973
1975
1977
1979
1981
1983
1985
1987
1989
1991
1993
1995
1997
1999
2001
2003
2005
2007
$-
$10,000
$20,000
$30,000
$40,000
$50,000
$60,00019
6719
6819
6919
7019
7119
7219
7319
7419
7519
7619
7719
7819
7919
8019
8119
8219
8319
8419
8519
8619
8719
8819
8919
9019
9119
9219
9319
9419
9519
9619
9719
9819
9920
0020
0120
0220
0320
0420
0520
0620
07
$0
$2,000
$4,000
$6,000
$8,000
$10,000
$12,000
$14,000
$16,000
$18,000
The Perfect Storm
Declining Labor PoolCan’t Afford to WorkGen X Attitude
The Perfect Storm
Ubiquitous Technology Home Computer
• 74.3% Of US households have at least one home computer
Source: Business Week 12/19/2006
The Perfect Storm
Internet Access/UsageWorld Internet Usage
0
200,000,000
400,000,000
600,000,000
800,000,000
1,000,000,000
1,200,000,000
1,400,000,000
1,600,000,000
1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008(est)
Source: www.internetworldstats.com
The Perfect Storm
Changing Corporate Attitudes:Importance of Excellent Service
• Cost of Poor Service• Outsource vs. In-House• Offshore vs. Homeshore
Home Agent Profile
Average Age: 35+ 80% Have Attended College 85% Have Experience in Sales &
Customer Service 40% Have Management Experience 30% Are Bilingual
Almost Unlimited Labor PoolStay-at-Home ParentsMilitary SpousesRetireesDisabledRural Commuters
Reduced Training Time Lower Attrition
Business Benefits
Scaling and FlexibilityMicroschedulingSelf-Scheduling
Real Estate Savings Business Continuity/Disaster Recovery Enhanced Customer Experience
Business Benefits
Screening and Agent Selection
Training
Communication
Key Operational Challenges
Policies, Processes & Procedures
RecruitmentRecruitment& &
HiringHiring
Training Training ManagementManagement
WebWebApplicationApplication
ProcessProcess
ScreeningScreening
Virtual Virtual DeliveryDelivery
Self –PacedSelf –PacedProctorProctor
SchedulingSchedulingOn-line On-line
CoachingCoaching
MonitoringMonitoringFeedbackFeedbackReportingReporting
BackgroundBackgroundChecksChecks
ScoringScoringCompetencyCompetency
TestingTesting
KPIsKPIsTeam CultureTeam CultureRecognitionRecognition
Analyst Recommendations
Understand the managerial requirements Match your business processes to decision to use
home agents Ask the Hard Questions Get help! Look at needs of your organization, selling,
servicing, licensing Integrate Executive staff member Benchmark your attrition, KPI’s, cost savings
The PATH Home
Preparation
Applications
Training
Help
Paste Disclaimer Here or Delete this text box
The Year of The Remote Agent
Build It and They Will Come
CHOOSING THE RIGHT APPLICANT –
Creating the Community
MAINTAINING THE COMMUNITY –
Using tools like Instant Messaging, Skype, and Email
TRAINING and UPDATES–
The right tools make training and updating information easier
Tools to Monitor and Maintain
Supervisor monitors activity of agents 1:10 Ratio
010203040
1st Qtr 2ndQtr
3rd Qtr4th Qtr
Inhouse
Remote
Instant Messaging
SkypeEmail
UCN myAgentDashboard
Intranet Reference
And Community
Inbound/Outbound Calls
Live Chat
Support through Email
Agent Monitoring
Reporting
Customized call scripts
Script Management
Unique greetings
IVR Programming
The Right Fit Matters
PimsleurLanguage Program
GHI Medical
TABC Permit
eDispense Vaccine Manager
• Medical insurance experience• Customer support experience• Excellent problem solving skills • Detail oriented• Flexible schedule
Overcoming Obstacles
Making sure the agents systems are maintained and operating at full potential.
Staffing at highest utilization level – how do we do that? Face to face communication and counseling Making sure agents are staying fully informed and up to
date on accounts and company policies Virtual training and ensuring agent understands
campaign Maintaining a self motivating environment
Benefits of the Work-at-Home Platform
Lower attrition Less sick days – Don’t share airborne viruses Less tardiness – No excuse for getting stuck in traffic Less inner-office conflict Agents stay focused on the job at hand Emergency scenarios and Natural Disasters Increase in work hours Better morale Reduced costs to the Company
The Lessons We Have Learned
Tools make the world go round
Monitor, Monitor, Monitor
Make Utilization #1
Readjusting a skill level versus letting go of an employee
Real Life
Amy R.
Robin D.
Kelly K.
Testimonial
Amy R.Call Center AgentFrontline Call CenterWorking from home in Southern California
Q What are the differences you’ve experienced between working on site and working from home?
Testimonial
What are the benefits of working from home?
Q
Kelly K.Call Center AgentFrontline Call CenterBellingham, WA
Testimonial
How would you rate the technological tools that allow you to take calls from home?
Q
Robin D.Call Center AgentFrontline Call CenterOrcas Island, WA
Tom MilliganVice President – Western RegionUCN | [email protected]
Jill BlankenshipFounder and PresidentFrontline Call Centerwww.frontlinecallcenter.biz(360) 376-6996 x [email protected]
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