Posts Tagged ‘home working’

Working from Home

All this happened more or less…

Dominic works in the contact center of a large international bank, so naturally he has a high stress level. People who call him with questions and enquiries are not always friendly. Sometimes he doesn’t even have as much as two minutes between impatient customers who want answers to their questions, right now.

Then there is his boss, who everybody calls Little Nick, and depending on his own stress level, he can be fairly unpleasant too. He has the tendency to let it out on his staff.

To reduce the amount of stress, Dominic had the idea of a home working program. He wants to discuss it with Nick. It would allow agents to work in an environment they do not associate with contact center work. Dominic could then work from home or any other place, like a hotel room, for example, the only thing he would need is a computer with internet access.

Thanks to the web-based agent workplace, Dominic already has all the functionalities he needs available. He can receive phone calls, send SMS and e-mails and access the CRM database to view customer information. With the manager module, Nick can see when each agent is logged on and how long, if the agent is busy and get statistics on each agent, regardless of the agent’s location. He likes having everything under control.

The more Nick thinks about it, the more he sees the benefits. His contact center has to deal with high agent churn. If agents could work off-site this would reduce their stress level significantly. It would also reduce their sick time. After all, contact center agents tend to have a disproportionately large number of sick days compared to other professions. Additionally, the quality of customer service would improve and agent retention increase. To Nick, this is a crucial cost factor because recruiting and training new agents is expensive.

He likes Dominic’s idea so much that he decides to implement it. But it wouldn’t be Little Nick if he didn’t tell everybody that the home-working agent project was his idea.