QA for Home Based Agents

Homeoffice
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.

Download c wenger group stat page promo (7.3 Mb)

Flickr photo courtesy of beamadelica

  6 comments for “QA for Home Based Agents

  1. September 18, 2006 at 8:57 am

    It sounds like you’re definitely offering a valuable service here. One thing I’ve noticed with the explosion of home-based workers (thanks to technology) is that means of quality control or assurance are often lacking. So — great idea to offer your Service Quality Assessment solution!

  2. September 19, 2006 at 3:31 am

    Yes, you’re really doing good service to call centers, Tom. With this new development, micro-call centers or outsourcing business can be available to everyone interested in it.

  3. September 19, 2006 at 9:20 am

    Thanks for the comments, guys.
    Bill, it’s nice to see you – haven’t heard from you in a while! Thanks for keeping such a good eye on things in the East and providing a steady stream of valuable thoughts and information.
    Meikah – looking forward to the Carnivale! Thanks for stopping by!

  4. July 20, 2007 at 2:43 pm

    Analyzing performance for home-based employees

    Many call center reps work from home, but how do their managers supervise and evaluate them? Here are some more ideas from Eyal Rudnik of NICE Systems, the maker of NICE Perform software, which can be especially helpful for monitoring…

  5. Albert
    November 12, 2007 at 5:01 am

    Sir this is albert from india i wish to work as a virtual call centre agent, rightnow i am working as a Team leader in an mnc for us outbound pharmacy process. I hope i can do it comfortably working at home….Please provide me the full details

  6. Albert
    November 12, 2007 at 5:34 am

    Sir this is albert from india i wish to work as a virtual call centre agent, rightnow i am working as a Team leader in an mnc for us outbound pharmacy process. I hope i can do it comfortably working at home….Please provide me the full details

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