Home-based CX agents are fast and accurate

Motivation is a tricky subject. Specifically, understanding what motivates different kinds of people. Some are motivated by close supervision while others are motivated by freedom from close supervision.

Once the technical matters of network security and customer privacy have been resolved, the human factors associated with sending agents home to work obviously emerge and it’s something we at Everise watch closely. The results of analysis of the ample amounts of data at our disposal is clear: home-based agents tend to be even faster and more accurate than those in brick and mortar locations.

Indeed, in the case of average handle time (AHT) the difference is substantial, at 636 seconds versus 720. Where quality assurance (QA) is concerned, the difference is also notable, at 95.1% for home-based agents versus 92.9% for their centralized counterparts.

The difference is accounted for in part by the fact that more self-motivating agents tend to be those offered the option of home-based work. And, given this option is generally coveted, holding on to it provides an additional level of motivation. But maybe most importantly, because home-based agents show greatly reduced rates of attrition, the vital element of experience also plays into their measurably improved performance.

A home-based CX workforce may be exactly what you need to improve your NPS and reduce customer churn. The Everise Companies have invested heavily in making this option available to our clients. Contact us to learn how to put this phenomenon to work for you and your customers.