Cartoon from CallCenterComics.com
The use of home-based agents in call center operations is a fairly new development that continues to gain acceptance as companies strive to lower their costs. The most salient advantages of using home-based agents have to do with the level of independence and flexibility that they give their employers.
The fact that homed-based agents are not housed in a specific location makes it so that the call center can have as many people as needed on the phone without having to worry about running out of room. In addition, call spikes and seasonal volume changes can be more easily handled with home-based agents who can connect to a virtual ACD as needed.
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