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AI for CX CCW Analyst Insights CCWomen CX News and Trends Customer Contact Strategy and Operations Customer Contact Workforce

Home Based Agents: Expanding Your Talent Pool and Realizing Cost Savings

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CCW Digital Editor
09/17/2009

Hilton has been raising the bar with providing outstanding customer service with an at home agent program omprising 40 percent of reps. They are in the process of signing a partnership with a non profit to hire at home agents and have launched a home grown virtual training program. • Saving money with at home versus in house while getting quality staff• Increasing VOC and quality scores• Expanding your talent pool• Reducing recruiting costs dramatically by creating an emp...

Tags: call center Call Center Management call center representative ::field4:: homesourcing Hilton Michele Rowan talent pool contact center training voice of the customer VOC customer feedback measurement management

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