HOME-AGENT SOLUTION
The hybrid, work-from-home virtual workplace
home is a flexible, home-agent service delivery option for clients using eTelecare’s U.S. contact centers. home utilizes a hub-and-spoke approach with an existing eTelecare contact center forming the hub and work-from-home agents forming the spokes. This creates a cost-effective solution that combines the best attributes of a traditional contact center and a work-from-home virtual workplace. home creates an effective operational and management model from which agents deliver seamless, high quality customer care, sales, and technical support services via voice, chat, and email.
After an initial training period, eTelecare employees work primarily from home using the same centralized technology architecture and delivery platform to access the same proprietary training, workflow, reporting, and quality tools at home as in the contact center. This ensures that the quality delivered by agents working from home is identical to that delivered by agents working in a contact center. The platform allows secure access, monitoring, and reporting for eTelecare clients.
Agents periodically attend team training and coaching sessions with fellow agents and their dedicated team leader at a company contact center to foster the team-oriented, cohesive culture best suited for delivering excellent customer support and sales success. As all home agents are full time employees, the same high performance standards, compensation, incentives, and benefits apply.
home VALUE- Flexibility to staff and grow a program within a given geography
home is highly scaleable. Existing programs can be expanded and new programs can be ramped more quickly than facilities-based programs.- Can attract and retain high quality agents by drawing from a larger geographic area
- Better agent satisfaction delivers a better quality customer call experience
home improves job satisfaction.- Seamless, transparent, high quality calling experience
home solution have shown higher agent satisfaction, higher first call resolution rates, and higher customer satisfaction, all contributing to a high quality calling experience.- Full-time compensation, training and supervision
home agents receive all the same benefits, incentives, training and supervision while working from home as they would working from a company call center.- Lower commuting costs
home has proven very popular with agents due to the greatly reduced time and cost spent commuting.- High job satisfaction
home agents enjoy the flexibility, time, and cost savings that come with working from home. High job satisfaction results in lower absenteeism and lower attrition. home PROCESShome agents follow the same recruiting and training process as agents in the call centers. Agents work 90% of the time at home and one day every two weeks in the call center to stay engaged with the team. Agents also receive training three days each month in the call center to stay informed and well trained. Team leaders and support resources are dedicated to home agents for questions and escalations. home TECHNOLOGYeTelecare understands the importance of client security and protection of sensitive data. All
home agents are provided with security software that locks out other applications and data during work hours, making the program absolutely secure and the agent more efficient. home agents use an encrypted virtual private network with two-factor authentication to connect to the same eTelecare network as the agents in the call center. home agents use the same standard desktop and technology suite at home as in the call center environment. The applications are never loaded on home agents’ desktops and all programs are read-only, preventing the use of printing, copying, and downloading confidential information. Finally, eTelecare monitors the use of all home assets to ensure the continued effectiveness of security controls on the devices.
