- Started program in March, 2006 as a pilot with 16 associates working at home.
- Approximately 78% of all agents schedules occurred on calls that started at the top of the hour. Only 22% were for calls that started on the ½ hour. The chart below demonstrates the flexibility possible when staffing with work at home agents.
|
Note the disparity in staffing requirements at 10:00 and 10:30.
This company was able to reduce labor costs by approximately 90% from hour-to-hour.
|
- Full year savings of approximately $ 300,000 were documented in 2006 with full year savings of $ 435,000 predicted for 2007.
- The primary client later indicated that this was a very innovative and effective process to handle their peak call volumes which occurred during a 90-minute window on select days of the week.
- Based upon success as measured in quality and productivity, the program was expanded to 100 agents by year-end.
|
|
