Happier in the Home: Why Agent Engagement is Critical

Pamela Dodrill, Business Consultant Customer Service Initiative

Agenda

Why a Work at Home Model?• Business benefits• Agent benefits• Global benefits

The Domino Effect (Frontline Case Study)• Business results• Agent testimonials

How to implement and keep your agents engaged• Projects 101• The pieces

Key Takeaways

Why a Work At-Home Model?

Save Money• Flexible scheduling removes

excess low volume and high staff costs

• Reduced real estate, overhead and facilities costs

• Lower salary costs• Government subsidies

Why a Work At-Home Model?

Improve Caliber of Workforce• More experienced agents• Unlimited hiring pool• Use as an incentive and

send your best home

Why a Work At-Home Model?

Improve Service Levels• Higher job satisfaction• Lower attrition• Flexible schedules for peaks

and valleys

Why a Work At-Home Model?

Reduced Carbon Footprint• Eliminate commute• Eliminate office space and

energy usage• Reduction in need to purchase

“work clothes”

Why a Work At-Home Model?

Job Creation• Create U.S. based jobs• Employ persons with disabilities• Employ care takers of elderly and veterans

Disaster Recovery

The Domino Effect:Case Study

Frontline Call Center• Outsourced call center on Orcas Island, WA• Jill Blankenship, CEO• Goal to employ island residents year round

Challenges• Faulty telephony system• Limited hiring pool• Limited real estate space

Action and Results

• 114% business growth• 5 more hours of active time per 10 agents• Measurable performance• No new real estate or facilities investment

Agent Testimonials

Kelly K. Robin D.

Amy R.

How to Implement

Keeping Agents Engaged

The Pieces• Strong onsite culture• Extend inclusiveness• Link onsite and offsite workers

• Paradigm shift• Sophisticated management

• Landing page• Web collaboration• Group chat• eLearning• Multi-channel communications• Online recruiting and hiring• Online scheduling and WFM

Technology

Security

• Identify and support data privacy regulations

• Work closely with legal and information technology

• Keep data in the data center

Key Takeaways

Everybody Wins• Company saves

money• Agents are satisfied• Happier customers• Cleaner

environment• Economic job

growth

It Works

Frontline:•Increased revenues and grew business•Expanded hiring pool•Agent testimonials

Agent Engagement• Culture• Organizational

change• Use your best • Use technology to

keep them engaged