Working from home is a rare grand slam, game winning business trend. In the contact center and elsewhere, the transition from commute to telecommute benefits employers, employees, end user customers and the environment alike. Employers can turn their business models upside down and have a huge advantage when contact center agents work at home. More and more businesses understand that the agent-employee — whether in customer service, sales or help desk — is a key asset, and retaining that asset is a must-do.
Outrigger Hotels had over 100 agents in a Denver contact center to serve its properties in the Hawaii, Asia-Pacific and Oceania regions. Over the course of a few years, Outrigger moved all of its contact center agents to work-at-home status, utilizing a Software as a Service-based contact center solution. The move significantly reduced tardiness and reduced agent turnover by approximately 35 percent. The shift also enabled Outrigger to shut down their building facility,...
