Labor pools and the workforce culture have been experiencing significant generational shifts for some time – the new workforce, dominated by Gen Z and millennials, is competitive, tech savvy, entrepreneurial, and dynamic. It strives to achieve work-life balance by embracing a more flexible schedule. One such example of flexibility is working in a remote environment – in a location other than the headquarters or a satellite office. The contact center industry, in particular, has embraced remote work programs, as companies recognize the value that the Work-At-Home Agent (WAHA) model offers in attracting and retaining talent, while also containing costs. 

WAHA models are based on remote agents engaged by a company on a full-time and/or part-time basis. These models involve managing different processes such as agent recruitment, onboarding, training, and performance management remotely. However, addressing agent engagement in a remote working environment is a key challenge that is increasingly demanding attention, as improving agent engagement positively impacts the customer experience.

In this viewpoint, we take a closer look at how companies can orchestrate a successful WAHA-based delivery program, including: which industries, processes, and channels have shown the most adoption and why; the key factors to keep in mind to successfully leverage the WAHA delivery model; how companies can drive an enhanced employee experience for WAHA success; and, a view of the service provider landscape for WAHA delivery.

 

Contributors: Everest Group
Categories: Whitepaper
SRC Type: Policies, Procurement Operations, Talent Management, Talent Optimization