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Laureen Miles Brunelli

Survey: Work-At-Home Call Center Agents More Educated, Cost Companies Less

By April 19, 2010

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According to a survey conducted for Knowlagent and inContact,Inc., companies that provide software and outsourcing support to virtual and brick-and-mortar call centers, the number of companies using work-at-home call center agents increased nearly 10 percent in the past year. Now that doesn't necessarily mean a 10 percent increase in the number of at-home call center jobs because many companies start small with work-at-home programs.

But for those looking for home-based call center jobs, this is definitely good news. The survey goes on to breakdown the costs of at-home agents for companies:

"At-home agent typically costs a company $23/hour compared to the $27/hour it costs to employ a U.S.-based brick and mortar agent. Additionally, sales conversions tend to be higher with at-home agents (30% compared to 23% with brick and mortar agents), as well as revenue per hour ($178.20 vs. $149.27 with traditional in-center agents)."

And when if it cost less, then more companies will consider a home-based workforce. While I approach surveys conducted by companies looking to sell a product or service with caution, this trend toward work-at-home call centers is something I've seen growing in the last year too, as company after company opts for home-based agents.

More data from the survey:

  • 73% of at-home agents were existing in-center agents who moved to a home office as opposed to new hires.
  • 80 percent of these at-home agents are full-time employees.
  • 56 percent of companies reported that new, at-home agents were brought into a center for some of the training/hiring process.
  • 78 percent reported that at-home agents are compensated the same as in-center agents.
  • 38 is the average age of a home based agent, compared to 23 in a traditional brick-and-mortar center.
  • 80 percent of at-home agents have college-level experience, while only 30 percent of in-center agents have some college-level experience.
  • 40 percent of virtual call center agents have management experience, and 30 percent are bilingual call center agents.
Comments
April 22, 2010 at 12:08 am
(1) transcription course says:

The real motivation for deploying and managing the at-home agent is based on one simple principle: improved agent satisfaction leads to increased customer satisfaction, resulting in improved customer loyalty. While there is a high level of interest in at-home workforces, especially for companies with call centers, for many the path to deploying a work-at-home model is not clear.

February 8, 2011 at 6:01 am
(2) Rupa says:

Very Nice Center

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