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