At-Home in Action: Managing Those You Can’t See (Case Study)

1. At-Home in Action: Managing Those You Can’t See (Case Study)

2. About the Presenter Tom Milligan Vice President – Western Region UCN | www.ucn.net 801.320.3242 tom.milligan@ucn.net • 19 years in call center industry • Managed traditional Brick & Mortar contact centers • Managed “remote” contact centers • Bullet • Bullet • Bullet

3. About the Presenter Jill Blankenship Founder and President Frontline Call Center www.frontlinecallcenter.biz (360) 376-6996 jill@frontlinecallcenter.biz 28 Years in Sales and Marketing Tenacious Entrepreneur Love to Look Outside the Box

4. Agenda • The Perfect Storm • Home Agent Profile & Business Benefits • Operational Challenges • People, Processes & Management • Best Practices • PATH

5. The Perfect Storm • US Economy: Flat/Negative Growth Source: BHF-Bank

6. The Perfect Storm • Costs are Rising • Fuel • Food • Labor • Real Estate

7. The Perfect Storm • Fuel costs are Rising Source: eia.doe.gov

8. The Perfect Storm • Food Costs are Rising Source: www.foodtimeline.org

9. The Perfect Storm • Increased Labor Costs Source: US Census Bureau

10. The Perfect Storm • More Income But Less Money Source: US Census Bureau

11. The Perfect Storm • Income vs Poverty Source: US Census Bureau

12. The Perfect Storm • Declining Labor Pool • Can’t Afford to Work • Gen X Attitude

13. The Perfect Storm • Ubiquitous Technology • Home Computer • 74.3% Of US households have at least one home computer Source: Business Week 12/19/2006

14. The Perfect Storm • Internet Access/Usage Source: www.internetworldstats.com

15. The Perfect Storm • Changing Corporate Attitudes: • Importance of Excellent Service • Cost of Poor Service • Outsource vs. In-House • Offshore vs. Homeshore

16. Home AgentProfile • Average Age: 35+ • 80% Have Attended College • 85% Have Experience in Sales & Customer Service • 40% Have Management Experience • 30% Are Bilingual

17. Business Benefits • Almost Unlimited Labor Pool • Stay-at-Home Parents • Military Spouses • Retirees • Disabled • Rural Commuters • Reduced Training Time • Lower Attrition

18. Business Benefits • Scaling and Flexibility • Microscheduling • Self-Scheduling • Real Estate Savings • Business Continuity/Disaster Recovery • Enhanced Customer Experience

19. Key Operational Challenges • Screening and Agent Selection • Training • Communication

20. Policies, Processes & Procedures Recruitment & Hiring Training Management Virtual Delivery Scheduling On-line Coaching Web Application Process Self –Paced Proctor Monitoring Feedback Reporting Screening Scoring Competency Testing KPIs Team Culture Recognition Background Checks

21. Analyst Recommendations • Understand the managerial requirements • Match your business processes to decision to use home agents • Ask the Hard Questions • Get help! • Look at needs of your organization, selling, servicing, licensing • Integrate Executive staff member • Benchmark your attrition, KPI’s, cost savings

22. The PATH Home Preparation Applications Training Help

23. The Year of The Remote Agent Paste Disclaimer Here or Delete this text box

24. Build It and They Will Come CHOOSING THE RIGHT APPLICANT – Creating the Community MAINTAINING THE COMMUNITY – Using tools like Instant Messaging, Skype, and Email TRAINING and UPDATES– The right tools make training and updating information easier

25. Tools to Monitor and Maintain Supervisor monitors activity of agents 1:10 Ratio

26. The Right Fit Matters • Medical insurance experience • Customer support experience • Excellent problem solving skills • Detail oriented • Flexible schedule

27. Overcoming Obstacles Making sure the agents systems are maintained and operating at full potential. Staffing at highest utilization level – how do we do that? Face to face communication and counseling Making sure agents are staying fully informed and up to date on accounts and company policies Virtual training and ensuring agent understands campaign Maintaining a self motivating environment

28. Benefits of the Work-at-Home Platform Lower attrition Less sick days – Don’t share airborne viruses Less tardiness – No excuse for getting stuck in traffic Less inner-office conflict Agents stay focused on the job at hand Emergency scenarios and Natural Disasters Increase in work hours Better morale Reduced costs to the Company

29. The Lessons We Have Learned • Tools make the world go round • Monitor, Monitor, Monitor • Make Utilization #1 • Readjusting a skill level versus letting go of an employee

30. Real Life Amy R. Robin D. Kelly K.

31. Testimonial Amy R. Call Center Agent Frontline Call Center Working from home in Southern California Q What are the differences you’ve experienced between working on site and working from home?

32. Testimonial Kelly K. Call Center Agent Frontline Call Center Bellingham, WA Q What are the benefits of working from home?

33. Testimonial Robin D. Call Center Agent Frontline Call Center Orcas Island, WA Q How would you rate the technological tools that allow you to take calls from home?

34. Tom Milligan Vice President – Western Region UCN | www.ucn.net 801.320.3242 tom.milligan@ucn.net Jill Blankenship Founder and President Frontline Call Center www.frontlinecallcenter.biz (360) 376-6996 x 222 jill@frontlinecallcenter.biz