at home agent management survey results
TRANSCRIPT
-
8/9/2019 At Home Agent Management Survey Results
1/17
At-Home AgentManagement
Survey results reported 11/10/2009
-
8/9/2019 At Home Agent Management Survey Results
2/17
At-Home Momentum
With regards to at-home agents, are you:
45%
48%
7%
48%
41%
11%
69%
25%
6%
Using at-home
agents
Considering at-
home agents
Not using or
considering at-
home agents
Nov-09
Sep-09Apr-09
All of these survey respondents were registered to attend an at-home webinar, but
even so, the growth of those employing this model is substantial between Apriland November.
-
8/9/2019 At Home Agent Management Survey Results
3/17
Engagement Level
Despite other survey results that show a large amount of daily communication withat-home agents, 46% still said they are less engaged than in-center agents.This might suggest more tactics than strategy being employed in this arena.
Despite other survey results that show a large amount of daily communication withat-home agents, 46% still said they are less engaged than in-center agents.
This might suggest more tactics than strategy being employed in this arena.
-
8/9/2019 At Home Agent Management Survey Results
4/17
Difficulty Keeping Connected
While most share that they have average difficulty connecting agents to various
entities, there seems to be the least difficulty in the Supervisor category. 12%rank it difficult or extremely difficult, as compared to 30% and 27% rankingCompany and Team as difficult or extremely difficult.
While most share that they have average difficulty connecting agents to various
entities, there seems to be the least difficulty in the Supervisor category. 12%rank it difficult or extremely difficult, as compared to 30% and 27% rankingCompany and Team as difficult or extremely difficult.
-
8/9/2019 At Home Agent Management Survey Results
5/17
Keeping Agents Connected
At-home agents have the most contact with their supervisors, with 65%
communicating at least daily. Team contact is less frequent, with 50%communicating daily or more.
At-home agents have the most contact with their supervisors, with 65%
communicating at least daily. Team contact is less frequent, with 50%communicating daily or more.
-
8/9/2019 At Home Agent Management Survey Results
6/17
At-Home Tools
The prevalence of email raises some concerns about the accessibility of information that agents may
need to reference later. Chat and web meetings were frequently noted as tools for all sorts ofcommunication. E-learning and social networking show lots of room to grow, especially as the costscome down with these methods that have shown to be effective.
-
8/9/2019 At Home Agent Management Survey Results
7/17
Processes Adapted for At-Home Ad-Hoc Meetings
Ad-Hoc Huddles/Team Meetings
37
22
10
8
7
5
Conf Call
Web Meeting
In Office
IM/Chat
Email
Group IM/Chat Room
The next few charts show how respondents are adapting in-center processes with tools available to at-home agents. Team calls and web meetings are prevalent in ad-hoc and team meetings as two-way communications. It is interesting that 11% require at-home agents to attend meetings in the
office.
-
8/9/2019 At Home Agent Management Survey Results
8/17
Processes Adapted for At-Home Raising Hand
Raising Hand for Help
49
24
16
16
3
2
1
IM/Chat
1to1 Phone
Email
Dedicated
Number/Queue
Web Meeting
Group IM/Chat Room
Not Done
When it comes to getting help immediately, the majority of respondents use chat/instant message.While many use phone, a significant number use a dedicated help line for at-home agents.
-
8/9/2019 At Home Agent Management Survey Results
9/17
Processes Adapted for At-Home Teammates Help
Asking Teammates for Help
46
22
16
7
7
5
2
IM/Chat
Email
1to1 Phone
Dedicated
Number/Queue
Not Done
Group IM/Chat Room
Intranet
Again, chat and instant message seem to be the most popular way at-home agents get assistance.The use of email suggests the types of questions asked of teammates are not immediate.
-
8/9/2019 At Home Agent Management Survey Results
10/17
Processes Adapted for At-Home Supervisors Walk
Supervisors Walking Around to Help
39
19
16
12
7
6
3
2
IM/Chat
1to1 Phone
Email
Not Done
Dedicated
Number/Queue
Monitoring
Group IM/Chat Room
Web Meeting
Chat and instant message use are most prevalent in this category, but the use of monitoring comes infor some supervisors looking to assist. Also, a number of respondents do not have a mechanismfor at-home agents that mirrors the walk-around process that many in-center supervisors use.
-
8/9/2019 At Home Agent Management Survey Results
11/17
Processes Adapted for At-Home Training
Classroom Training
34
31
16
12
4
1
1
In Office
Web Meeting
Self-Paced eLearning
Conf Call
IM/Chat
Email
Not Done
The most interesting thing about this in-center process adapted for at-home is that so many have notadapted it at all. They still require at-home agents to come into the office for training. Of those whohave, web meetings and self-paced e-learning are the most popular.
-
8/9/2019 At Home Agent Management Survey Results
12/17
Frequency of Connections
How often do home agents participate in the following once they are initially trained?
0%
10%
20%
30%
40%
50%
60%
70%
Training Scheduled team
meetings
Ad-hoc huddles/team
meetings
Communication updates Coaching sessions
Daily 2-4 times/week Weekly 2-3 times/month Monthly Less than monthly
Training and ad-hoc meetings happen with the least frequency, with around 40% occurring less thanmonthly. The highest frequency events are communication updates, by far, with more than 60%occurring daily.
-
8/9/2019 At Home Agent Management Survey Results
13/17
Supervisor View
With many of these answers hovering around half of responses, its clear methods vary when it comes
to managing at-home agents. While 56% receive additional tools, 44% receive additional training onhow to manage them.
-
8/9/2019 At Home Agent Management Survey Results
14/17
Supervisor Qualities
What makes a good supervisor of at-home agents?
0 10 20 30 40 50
Communications
Team-Building Skills
Organized
Tech-Savvy
Flexibility
Multi-Tasking
Detail-Oriented
Knowledgeable
This question invited respondents to write-in the qualities they thought made good supervisors of at-home agents. These answers were categorized into the above answers. Communication skills was
most frequently given and often was described as written and oral communications. Given thenature of how teams must be managed in this environment, team building and organization werealso highly ranked.
-
8/9/2019 At Home Agent Management Survey Results
15/17
More benchmark data:
http://www.knowlagent.com/Resource-Center/Call-Center-Statistics-Pardot.aspx
Webinar related to these results:
Long Time, No See: How to Keep At-Home AgentsConnected
Contact Debbie Dockery for more info:
More Resources on At-Home Agents
Request free white paper:
http://www.knowlagent.com/Resource-Center/Webinar-Long-Time-No-See.aspxhttp://www.knowlagent.com/Resource-Center/Webinar-Long-Time-No-See.aspxhttp://www2.knowlagent.com/l/334/2009-08-27/EQ05V/35951_Building_Blocks_for_a_Solid_At_Home_Agent_Program.pdfhttp://www2.knowlagent.com/l/334/2009-08-27/EQ05V/35951_Building_Blocks_for_a_Solid_At_Home_Agent_Program.pdfhttp://www2.knowlagent.com/l/334/2009-08-27/EQ05V/35951_Building_Blocks_for_a_Solid_At_Home_Agent_Program.pdfhttp://www.knowlagent.com/Resource-Center/Webinar-Long-Time-No-See.aspxhttp://www2.knowlagent.com/l/334/2009-08-27/EQ05V/35951_Building_Blocks_for_a_Solid_At_Home_Agent_Program.pdf -
8/9/2019 At Home Agent Management Survey Results
16/17
About Knowlagent
For 14 years companiesaround the world havereduced labor costs withKnowlagents agentmanagement software.
HiringTrainingCoaching
Easy to use, on-demandsoftware
No capital expenditures
Deployable in 30 daysAccessible via the Web
www.knowlagent.com
-
8/9/2019 At Home Agent Management Survey Results
17/17
About the Survey
At-Home Webinar registrants asked toparticipate
Online survey
Results originally shared duringwebinar 11/10/09
253 participants across industries