Work At-Home Workforce Benchmark
Transcript of Work At-Home Workforce Benchmark
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The At-Home Workforce
Survey Results Reported September 15, 2009
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Use of At-Home Agents
Since respondents were registrants for an at-home webinar, numbers are higher than reported in generalindustry reports. From a similar survey in April, 45% were using at-home agents, and 35% consideringso there has been some increase in interest.
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Overqualified Agents
Estimate the percentage of your agents in each category who are overqualified
At-Home Agents
21%24%
In-Center Agents
Given the typically reported demographics of at-home agents, this is somewhat surprising, butoverqualified is subjective.
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Retention Potential
The retention aspects of employing at-home agents seems to be reflected in respondents answers asalmost 79% of at-home agents are likely or extremely likely to stay as compared to about 53% of in-
center agents.
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Agent Demographics
Demographic differences were less pronounced than other studies report. This is in part due to many ofthe respondents moving existing agents home rather than hiring for at-home. About 50% who answered apoll question said that was their method. Professional experience has the most variation between the two
groups.
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Challenges to Scale
What is the primary challenge to scaling at-home agent programs?
(Write-ins categorized as follows)
Cultivating
loyalty andculture
DeployingNew Hire
Training toW@H Infrastructure
Cost
35%
PeopleProcess
Technology Other
35% 13% 17%
Scaling appears to have different primary challenges than ramping up (as shown on slide 11). Peoplefactors were given as the most vexing problem with maintaining and growing an at-home workforce at
this stage of the game.
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Work At Home Training
At-home work is recognized as a much different environment, and the majority of respondents reportpreparing their agents formally for that.
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Job Expectations
Again, this might not be surprising if we factor in that 50% of the at-home agents used by theserespondents were moved from the center to at-home.
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Ramp Up Time
In regards to ramp-up time between deciding to use at home agents and going live with a program,
please select the timeframe that best matches what your organization was able to do or plans to
do. From decision to go li ve:
These results were extremely surprising. In most large organizations, especially in a recessionaryeconomy, very few projects can go live in 3 months. In a poll question, the majority of respondentsindicated their business case was based on a 10-30% cost reduction. That may be the mystery catalyst
in these decisions.
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Ramp Up Challenges
In reference to the question above, which element of ramping up took thelongest?
Effectivelymanage
employees
Training
close to 14weeks
Solvingtechnical
issues Developingtraining
materials
6%
PeopleProcess
Technology Other
47% 41% 6%
(Write-ins categorized as follows)
Process and technology take the spotlight in ramping up a program, in contrast to the answers to thechallenges of scaling (slide 6), which had a lot to do with people issues.
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Whats Happening At Home Survey
Webinar related to these results:
A Shortcut Home: How a Non-Profit is
Changing the At-Home Agent Game
Contact Debbie Dockery for more info:
More Resources on At-Home Agents
Request freewhite paper:
http://www.knowlagent.com/resource_center/Benchmark%20Reports/whats-happening-at-home-survey.pdfhttp://www.knowlagent.com/resource_center/webinar-shortcut-home.asphttp://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-shortcut-home.asphttp://www.knowlagent.com/resource_center/Benchmark%20Reports/whats-happening-at-home-survey.pdfhttp://www2.knowlagent.com/l/334/2009-08-27/EQ05V/35951_Building_Blocks_for_a_Solid_At_Home_Agent_Program.pdf -
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About the Survey
At-Home Webinar registrants asked toparticipate
Online survey
Results originally shared duringwebinar 9/15/09
135 participants across industries