Remote Call Center Agent
Why limit your company to hiring agents in a specific geographic location when you can hire the most qualified agents in any location. AVAD’s hosted call center enables businesses to extend their call center beyond the traditional office location by enabling remote call center agents. Distance or location no longer restrict the ability of an agent to work effectively. Home Agent solutions from AVAD make it possible to provide superior customer service anytime and from any location.
Remote Agents Have Identical Functionality To Home Office Agents
With AVAD hosted call center your company can deploy call center agents anywhere in the world as long as they are connected to the internet. You get exactly the same functionality with remote call center agents as you get with agents in your primary office location.
This kind of flexibility provides businesses with the ability to attract and retain qualified agents in a ultra-competitive skilled-agent marketplace. Removing the requirement to commute to your primary call center location allows companies access to a much more diverse workforce, overcoming geographical limitations, time zone limitations and even an agent’s physical disability.
From a management perspective, the physical location of an agent is irrelevant, allowing the focus to remain on agent performance. AVAD’s call center reporting gives your company the same monitoring and reporting for remote agents as it does for call center agents located in your main office.
Remote Agents Aide Disaster Recovery
Agents that are independent from a physical location also add new options to business continuity and disaster recovery plans. Even with the main location becomes unavailable, operations can continue by relying on remote agents at home or at other backup sites.
Remote Call Center Agents Provide The Following Benefits
The following are key benefits of integrating remote agents:
Exceed Customer Expectations: Retain your customers through exceptional customer service by getting the best agents regardless of the agents physical location.
Enhance Agent Satisfaction: Achieve high levels of agent satisfaction and reduce turnover by offering work-at-home as an option. Allowing your top agents to continue employment if the agent is required to relocate for personal reasons makes it easier to retain top talent.
Offer flexible scheduling: Call centers that offer a flexible schedule to agents translates into reduced commute costs that translates to higher employee income for the agents without additional expense to your company.
Incorporate part-time agents: Incorporating part-time agents opens the door to stay at home moms, caretakers, or any person who has responsibilities that require them to be at home. Part-time agents gives call center manager a greater ability to handle peak busy hour volumes by having an agent workforce that can be more readily available with short notice.
Agent Retention: The demand and competition for highly skilled agents and the focus on environmental concerns makes home-based agents the right response for businesses seeking to obtain and retain the best agents.
Improve Home Agent Performance: Using a wide range of supervisor and coaching tools, supervisors can monitor and improve agent performance regardless of location. With the option to easily listen to calls and provide in-call coaching, supervision is as easy and efficient as it is for on-site agents. Agents looking for hands-on support on a call can share and even give control of their desktop to a supervisor, another agent or an expert elsewhere in the company for immediate help and in-call real-time training on how to resolve the issue in the future.
Embrace Accessibility Compliance: Provide full access to technologies for disabled employees in accordance with Section 508. Further enhances benefit of expanded workforce, further reduces agent attrition and associated cost reductions, as well as potential tax benefits.
Ensure Business Continuity: Minimize disruption or loss of work due to disaster through dispersed workforce. Success depends on good planning and execution and a stable environment.