The model may work under certain circumstances, but too often the out-house agent represents a gaping hole in security that could expose a company to data breaches, brand damage or worse.
New York, NY (PRWEB) April 09, 2014
CGS, a leading global provider of technology solutions, announced the release of a new white paper, “Assessing In-house Versus Out-house Call Center Agents: The Good, Bad, and the Downright Dirty.” The paper was written to identify potential dangers of the out-house model and breakdown the cons and alleged pros in order to help companies determine how it could affect their business.
“While at-home evangelists preach the benefits of that approach, one must be wary of the business risks posed by this model,” said Tom Christenson, President of Contact Center Services at CGS and author of the paper. “The model may work under certain circumstances, but too often the out-house agent represents a gaping hole in security that could expose a company to data breaches, brand damage or worse.”
The paper highlights some of the real world outcomes that have resulted from the out-house model including lower customer satisfaction scores, reduced efficiency, deep morale challenges and a lack of community associated with the brand.
“Based on our own testing, CGS has sent top performing technical support agents to work from home and within 6-8 months those agents’ customer satisfaction scores dropped from top quartile to second quartile or worse,” says Christenson. “We see the impact in our agents’ engagement, enthusiasm and professional skills. They lose the sense of competition and excitement that exists in a call center and disengage over time.”
The report also includes six critical questions your organization should ask in order to make an informed decision regarding which model to implement.
To download the complete white paper, please visit http://bit.ly/PTmFNr.
For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through technology and services. Headquartered in New York City, CGS employs more than 5,100 professionals across North America, Latin America, Europe and Asia. With global delivery capabilities, expertise across leading platforms and deep experience in multiple industries, CGS has become the IT partner of choice for thousands of organizations worldwide. CGS delivers a wide array of proprietary and third-party business applications, technology, business services and business process outsourcing solutions, including customer care, technical support and corporate learning and training. For more information please visit http://www.cgsinc.com and follow us on Twitter at @cgsinc and Facebook at http://www.facebook.com/ComputerGeneratedSolutionsInc.