Organizations look for ways to reduce their environmental impact to improve public relations, reduce expenses or just because it's the right thing to do. Many call centers are taking advantage of a new generation of call center analytics tools that allow them to integrate home-based agents seamlessly into their operations, and reap the ecological benefits.

Environmental Advantages

Carpooling and mass transit may reduce the emissions from commuting, but the cleanest commute is one that never happens. Home-based agents aren't dumping dangerous greenhouse gases into the air or burning dwindling fossil fuels. While this may not save the company money, it does reduce their indirect carbon footprint.

There are other, more direct environmental benefits as well. Heating and cooling costs are one of the highest expenses any company has. When centers turn to using more home-based agents, these organizations can move to smaller facilities that are cheaper to maintain. This not only saves the company money but reduces the amount of energy generated, the amount of fuel burned and the amount of pollution produced.

Coordinating With Software

Environmental responsibility sounds great in public relations efforts and company mottos, but managers are concerned with how these changes will affect operations. How do home-based agents impact department efficiency, and how will customers be affected by the change? With the latest generation of call center analytics and other technological tools, converting to home-based agents has little or no negative impact on a call center.

Technology has eliminated the barriers associated with geographic location. Agents operating from home offices work the same as traditional center-based agents. They take the same calls, have access to the same information, and can perform the same tasks. Customers won't realize they are talking to home agents, and managers are able to communicate with and administer home-based employees as easily as in-house workers.

Starting Slow

Does this mean the entire contact center should be converted to home-based agents tomorrow? Probably not. Transitioning to a home-based model is best done in stages, with a few reliable volunteers taking the first home office positions while the company ensures company policies and technology such as call center analytics are up to this new environment. It gives both managers and workers the opportunity to psychologically transition from a traditional office-based culture to a new, more flexible work setting.

In the long run, there will probably always be agents working in house. Some won't have a suitable home office, while others may prefer going to an office rather than working from home. Giving employees the option tends to improve department morale as each worker can find the best and most productive choice.

Call center analytics keep managers apprised of the operation of the entire team, whether in-house or home-based, so they can be sure the department is working at or above expected standards.