There has been a growing trend in the call center industry to move CSRs out of the center and into their homes. Voice-over-IP (VoIP) has made it possible for phones to be set up and answered virtually anywhere. Home based agents keep overhead low while maintaining higher job satisfaction, and the customer never knows the difference!
But, home based agents has created a dilemma: How do you call coach the home based agents?
Our group has, for years, provided QA for call centers both large and small. Because we often work with "micro-call centers" that employ a handful of agents, we were forced to come up with a data and coaching solution that worked from a distance and kept travel budgets in line. For the past few years, we’ve been providing a data delivery and coaching solution that is easily adaptable for homebased agents. Data can be delivered via the web and the coaching can take place via phone and web-conferencing. We’ve put together a little video promotion of our Service Quality Assessment "stat page" solution for your viewing pleasure.
Feel free to post questions or contact us if you’d like more information.