The High Cost Of Getting It Wrong
Implementing a home-agent solution has the potential for tremendous cost savings and revenue improvement, but only if you do it right. Learning the hard way can result in an equally eye-opening downside. Consider these examples of a typical 250 seat center with $10,000,000 in annual operating expenses generating $50,000,000 a year in sales.
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Get it right and . . .
- 30% improvement in operating costs = $3,000,000 savings
Get it wrong and . . .
- Your savings can disappear in a heartbeat, or turn into $3,000,000 in increased expenses
Get it right and . . .
- 10% improvement in sales effectiveness = $5,000,000 in revenue improvement
Get it wrong and . . .
- High turnover, lost calls and frustrated agents due to a poorly-designed or implemented program can reduce revenue by $5,000,00
Do-It-Yourself Risks
“We tried using home-based agents, but ended up having our attrition actually increase by 25%. It’s a lot easier for them to quit when things don’t go as
they expected.” Senior Vice President, Operations at a large financial services provider
“We thought we had this nailed after our successful pilot, but once we grew beyond 50 agents, we lost all control and decided the home agent model was just too hard
to manage.” Senior Operations Manager at a publicly-traded call center
“The telephony solution we used to support our home agents turned out to be a disaster. Dropped calls, lost revenue, frustrated customers and agents – our CEO shut the program down before we ever got a chance to see the financial benefits of the model.” CFO, major retailer
Take Your Call Center Home
Alpine Access Consulting has the first-hand knowledge, experience and resources to guide your company in successfully implementing a home-based operation. Contact us today to see how our home-based experts can help you.