Devoted to the call center industry, the agents on the phones, and their managers

Tim,

What are the keys for success working at home, in a call center role or otherwise? I ask primarily from the standpoint of an employer trying to optimize home-based work assignments.

ddt

I know that Alpine Access, whose whole business model is at-home agents, realized their risk points were training and supervision. So they developed a world-class distance learning program for all their agents. As far as supervision, they treat this two ways. One is that they really screen to find self-motivated employees. Two, they are able to track every screen shot and every phone call as well as constant online testing and refresher courses - far more than any traditional call center does. They do so well that they pass the high quality threshold of companies like Disney.

Working from home is becoming a viable employee solution. Communication is the key. You have to find a fit between the job description, employee personality and company culture. It may not be a solution for every position. With broadband and the communications tools that are available, it is becoming easier and more effective. We employ most of our workforce from home. Check out this blog about working from home for more info.