One of our recent posts discussed three best practices around the people, policy and working environment aspects of a home-based resources strategy. Let's take a look at the last three of the six insights we’ve uncovered in working with early adopters of this rapidly developing trend.

Equip resources for success. Early attempts in home resource deployments almost exclusively focused on the technology side of the equation. This was primarily due to the inconsistency of network access and nonexistent quality of service (QOS), which led to hesitancy in deployments. Since most contact center agents need a data connection for accessing account data, the lack of consistent high speed bandwidth led to the development of the "dual connect" mode. This, interestingly enough, has been generally referred to as "telecommuter mode" in most circles. This model emulated the SS7 protocol of carrier networks, separating the voice ("bearer") mode from the data ("signaling") mode. Our experience indicates that many home agents operate in dual connect mode. Nonetheless, the number of fully converged (a.k.a. VoIP) deployments is growing since most households, particularly those in metropolitan areas, are using DSL and cable. These models assure that resources have full access to all contact center features and supervisors can evaluate them as if they were at brick-and-mortar locations.

Provide ready access to the experts. One of the benefits of working within eyeshot of colleagues is easy access to assistance and expertise. Once agents pack up and head home, it’s critical to ensure that they do not consider themselves alone. Enter the emerging use of presence, which provides ready access to colleagues, supervisors and other resources in the enterprise. Presence notifies resources of colleagues’ statuses and the best way to reach them. Most consumers are inadvertently familiar with presence since they use instant messaging.

Monitor and manage. Most companies create a baseline for evaluating the effectiveness of their home agent strategy by beginning with a trial program and a small group of resources –particularly for traditional contact "center" based companies that operate out of a brick-and-mortar "center". Classic contact center applications like supervisor assistance, service observing and other established features should also be part of an "extend" strategy. By using dual-connect or VoiP connectivity, the full range of agent activities can be reported on without compromise from existing operations. Particularly in the early stages of home agent deployment, more frequent feedback and coaching sessions should be pursued. Finally, including the remote resources in any group meeting via web or audio conference will lessen the notion of isolation.

The rise of home-based resources is becoming an essential part of a Green IT strategy. With so many benefits and documented successes, there’s no doubt this growing trend will continue.