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MediaBuyerPlanner: Over 35 percent of best-in-class (BIC) companies have experienced greater than 10 percent improvement in customer satisfaction upon implementation of remote agents - i.e., the creation of virtual call centers via a blending of locations, home-based agents and offshoring - according to a recent Aberdeen survey, reports MarketingCharts.
BIC companies highlighted the need to increase efficiency and reduce costs as the top pressure for implementing remote agents, with the need to support an increasingly diverse and distributed workforce as the second pressure.
Over half of all respondents said they would upgrade their call center by adding distributed agents within the next 24 months.
Real-time visibility and centralized management across a distributed agent strategy emerged as the top challenge companies faced, while the fear of inconsistent customer care through various agents also ranked high.
Aberdeen concluded that to achieve BIC performance, companies must implement the following:
- VoIP technology to drive down the costs of implementing a distributed agent strategy
- Workforce management, also providing knowledge management tools to manage and train distributed agents
- Business intelligence/analytics tools to measure impact of distributed agents on customer satisfaction and retention
MarketingCharts has more, including key performance indicators of BIC companies and some traits those companies have in common.
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