Enterprise Software

Going Home - Talent Acquisition Strategies for Remote Agent Models - Which Road to Take?

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Executive Summary

Over the last ten years, interest in remote agent contact center models has steadily increased. For example, attendance at the 2012 Remote Agent Summit held in February in Dallas increased by 30% over 2011. And home agent models are not limited to the United States and Canada. Several firms are operating home agent models in Europe and a UK version of the US Remote Agent Summit is planned for July. Michele Rowan of At Home Customer Contacts which hosts the Remote Agent Summit and Workshops reports that: survey results from the 2012 attendees indicate that their percentage of home agent population will double in size from YE 2012 to YE 2013 going from an estimated 18% to 36% of their customer contact population.

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