Survey of Discovery for the Call Center Industry - Remote Agents - 2

As an industry correspondent I like to use stats and charts for my writing projects. Your feedback is important to me and it would be very much appreciated if you would take a couple minutes to take this short poll.

Part 1) Issues facing Remote Agent programs Part 2) To Be Determined

Thanks in advance, RKO

Please list the most appropriate answers.
1. I'm an owner of a US Based call center.
2. I'm a manager or supervisor for an US based outsourced call center.
3. I'm a manager or supervisor for a inhouse corporate call center.
4. I'm a vendor to the call center industry.
5. I'm an employee (CSR ,Sales, Help Desk) of an Inbound or Outbound Call Center
6. My call center is offshore to the US
Please list another job category for the above that is more appropriate.

Please list the most appropriate answers regarding your use of remote agents.
1. Yes, 100% of our agents work remotely.
2. Yes, 75% of our agents work remotely
3. Yes, 25% of our agents work remotely
4. No, we don't use remote agents and don't plan to.
5. No, we don't use remote agents but we may consider it for the future
Do you require your agents to report in physically to an office?
1. Never, everything is virtual from the hire interview to staff meetings
2. Yes, only for the initial hire.
3. Yes, once a month for staff meetings.
4. Yes, more than one a month.
Does any of your call center activities involve accepting credit card payments?
1. Never
2. Yes sometimes
3. Yes very often
4. No but we are considering

	1	2	3	4	5
Integration of various computer apps.
Hiring and screening the best agents.
Initiating training programs for the remote agents
Supervising the remote agents.
Securing the data that the remote agents use.
Scheduling remote agents to handle peak call times
Call routing
Getting the right mix of metrics
Getting the remote agent to invest in their own equipment.
Latency issues with cloud based apps, VOIP,etc
Downtime due to Cloud App outage
Compliance Issues: TSR, DNC
Compliance Issues: HIPAA
Compliance issues: PCI

What other issues that you think should be added to the above section?
Regarding your remote agent call center
1. We will be expanding with new agents in the future.
2. We will be maintaining the status quo.
3. We will be reducing or have reduced this part of the operation.
4. We will be looking at new equipment or services for this part of the operation.
Any additional comments for the above section? ie: If you reduced or eliminated your remote section, what were the reasons for doing this?
What publications and media do you read or participate in?
1. Customer Contact News
2. Connections
3. Call Center Times
4. Contact Center Pipeline
5. Linked IN groups
6. Various call center industry conferences and expos
Enter your email address here to verify your identity:

	1	2	3	4	5
Inbound: Customer Service Calls
Inbound: Technical Help Desk
Inbound: Inside Sales
Inbound: Other
Outbound: Surveying
Outbound: Charity
Outbound: Sales or Prospecting
Healthcare
Information Technology
Political
Other not listed here