Update 2011: Are Home Agents Right For Your Contact Center?

Forrester identified issues facing contact center infrastructure and operations (I&O) managers in November 2008, when we first published this report. In 2011 with the economy strengthening, they now face the risk of increased agent turnover. Enterprises are also looking at reduced cost options to move calls back from offshore operations because of quality problems. During this time frame the industry has continued to convert to VoIP, broadband connections into the home have expanded, and the adoption of desktop virtualization has increased. Employing home agents offers several potential benefits, such as improved recruiting opportunities, flexible work hours, and lower infrastructure costs. Yet managers often express concern regarding the security, productivity, training, and support issues for these home agents. Although early adopters of a home agent plan often point out positive benefits, they also mention the importance of a clearly defined process for managing home workers. Clients indicate that they plan to increase the number of home agents over the next few years so I&O planners must incorporate that into their road map plans.