April 2009

Survey Results

What’s Happening at Home

 At Home Agent Use

Not considering
6%
Tested and not in
use
1%
Considering
35%
Proven and in use
30%

Developing a pilot
Piloting program
15% 13%
 Biggest Driver

Other (please specify) Developing pilot 26%

Environmental initiatives 3%

Employee satisfaction 14%

Better service 12%

Cost savings Considering, piloting, in use 46%

Other – largely flexibility

 Please rank the following challenges to the at-home agent model.

General
Managing Selecting Coaching New
Fostering Ongoing Providing timely
remote right agents hire
collaboration training communications
agents people virtually training

1 2 3 4 5 6 7
Considering,
Developing Managing Selecting Coaching New
remote right hire Ongoing Fostering Providing timely
agents
agents people training training collaboration communications
virtually

1 2 3 4 5 6 7

Piloting, In Use
Managing Selecting Coaching New
Fostering hire Providing timely
remote right agents Ongoing
collaboration training communications
agents people virtually training

1 2 3 4 5 6 7
In a fully implemented program, where are agents located?

No location
limitations
45% Within a certain
radius of a physical
center
55%
 If you currently have outsourced agents, considering moving
headcount from there to at-home?

No outsourced agents 55%

Don't know 19%

No 13%

Yes 13%
 What agents would you select for a pilot of an at-home program?

Use some mix of brand

24%
new and existing agents

Hire from the outside 8%

A mix of existing high,

medium and low 21%
performers

Existing high performers 47%

 Which processes are/will be different with at-home agents?

None of the above 16%

Coaching 74%

Communications 65%

Ongoing training 61%

New hire training 55%

Hiring 54%

How would you support separate processes?

34% - Hoping to learn, TBD, don’t know, etc.

About the Survey

• Webinar registrants asked to participate in survey

• Online survey
• Results shared during webinar
• 217 participants across various industries
About Knowlagent
• Knowlagent has enabled companies
around the world to manage call center
agents for 13 years.
– Hiring
– Training
– Communications
– Coaching

• Easy to use on-demand software

– No capital expenditures
– Deployable in 30 days
– Accessible via the Web
– Enabling more companies to optimize
frontline performance faster and more
affordably than ever before.

• For more info:

kengle1@knowlagent.com