Sunday, December 11, 2005

Home based call center agents

There are an estimated 100,000 home-based phone representatives in the United States. The Gartner Group predicts that by next year, 10 percent of all call centers will be using home-based agents in some capacity.

For years, Tim Whipple managed in-house call centers at Victoria's Secret. And despite the company's reputation for style and glamour, it was far from fun.
"I would have to take whoever walked in the door and make them a call center rep," he says. That inevitably meant costly training, substantial motivational challenges and high turnover.
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