At Home Agent Selection Benchmark Survey March 2010

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At-Home Agent Selection

Benchmark Survey

March 2010


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At-Home Momentum

With regards to at-home agents, are you:

45%

48%

7%

48%

41%

11%

69%

25%

6%

54%

35%

11%

Using at-home

agents

Considering at-home agents

Not using or

considering at-

home agents

10-Mar

Nov-09Sep-09

Apr-09

All survey respondents were registered to attend an at-home webinar and completed asurvey as part of that process in the month listed.


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Sourcing At-Home Agents

From previous anecdotal information, there appears to be more growth in the new hires category. Asmore centers pilot with existing agents, they move into a more mature model where agents begin

their work at-home from the start.


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Status of Agents

The majority of at-home agents are full-time employees, though many companiesuse part-time agents to expand/retract based on business needs.


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Important Qualities

Momentum for at-home agent programs is building, but finding the right talent for these programs iskey to their success. According to those polled, the ability to work independently is a critical

requirement for successful at-home agents.


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Recruiting Tactics

There is a specific profile that makes for a successful at-home agent. The best candidates tend to bestay at home parents, disabled individuals, retirees, senior citizens, graduate students, military

spouses and permanent part-time professionals.


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Recruiting Tactics

Phone Only Interview Special Referral Programs

Posting in Areas without Centers

Additional Interviews

W@H Job Boards

Technical Assessment Hiring for Specific Traits

Hiring for More Experience

At-home agents must be able to quickly adjust to different technologies, a new social dynamic, and thechallenges of time management, focus and initiative required to effectively work from home. It is critical to

ask targeted questions during the interview process to determine if candidates are a good fit.


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Virtual or In-Person Onboarding

Only slightly more than half of companies using at-home programs bring newly hired agents into aphysical center to augment their initial training.


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Compensation

It is common for at-home agents to be compensated differently than agents in the contact center.


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Supervisor to Agent Ratio

Supervisor to At-Home Agent Ratio

22

21

4

5

6

2

1

1 to 10

11 to 15

16 to 20

21 to 25

26 to 30

31 to 40

40+

Of those surveyed, the average supervisor to at-home agent ratio is 16.


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Supervisor to Agent Ratio Compared to Center

For most, supervisor-to-agent ratio with at-home programs is the same or lower than in the center.


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Attrition

At-Home Agent Attrition Rate

17

5

3

1

4

2

0%

1-5%

6-15%

16-30%

31-40%

Over 40%

Of those surveyed, the average at-home attrition rate is around 12%.


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Attrition Compared to Center

Most agreed that the rate of attrition is generally lower with at-home agents than with traditional agents.


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More benchmark data:

http://www.knowlagent.com/Resource-Center/Call-Center-Statistics-Pardot.aspx

Webinar related to these results:

Lucky or Good? How to select the right agents for your at-home program.

Contact Debbie Dockery or Scott McRay for more info:

[email protected]

[email protected]

More Resources on At-Home Agents

Request free white paper:
http://www.knowlagent.com/Resources/Webinar-Lucky-Or-Good.aspxhttp://www.knowlagent.com/Resources/Webinar-Lucky-Or-Good.aspxmailto:[email protected]:[email protected]:[email protected]:[email protected]://www.knowlagent.com/Resources/Webinar-Lucky-Or-Good.aspxhttp://www.knowlagent.com/Resources/Webinar-Lucky-Or-Good.aspx


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About Knowlagent

For 14 years companies around theworld have reduced labor costs withKnowlagents agent managementsoftware. Hiring Training Coaching

Easy to use, on-demand software No capital expenditures Deployable in 30 days Accessible via the Web

www.knowlagent.com


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At Home Agent Selection Benchmark Survey March 2010

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