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

Questionnaire results are publicly available

I'm an owner of a US Based call center.I'm a manager or supervisor for a US based outsourced call center.I'm a manager or supervisor for an in-house corporate call center.I'm a vendor to the call center industry.I'm an employee (CSR, Sales, Help Desk) of an Inbound or Outbound Call CenterMy call center is offshore to the US

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

Yes, 100% of our agents work remotely.Yes, 75% of our agents work remotelyYes, 25% of our agents work remotelyNo, we don't use remote agents and don't plan to.No, we don't use remote agents but we may consider it for the future

Never, everything is virtual from the hire interview to staff meetingsYes, only for the initial hire.Yes, once a month for staff meetings.Yes, more than one a month.

NeverYes sometimesYes very oftenNo but we are considering

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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

We will be expanding with new agents in the future.We will be maintaining the status quo.We will be reducing or have reduced this part of the operation.We will be looking at new equipment or services for this part of the operation.

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

Please list the most appropriate answers.

Please list another job category for the above that is more appropriate.

Choose your most typical campaigns: Please rate 0% (1) the least involvement and 100% (5) the highest

Please list the most appropriate answers regarding your use of remote agents.

Do you require your agents to report in physically to an office?

Does any of your call center activities involve accepting credit card payments?

Rate the following issues for a remote agent call center: Please rate the following from (1) the least challenging and (5) the most challenging

What other issues that you think should be added to the above section?

Regarding your remote agent call center

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?

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