Contact Center Solutions Featured Article

June 12, 2008

Convergys to Expand Home-Based Agents

By Susan J. Campbell


Convergys (News - Alert) Corporation, a global provider of relationship management solutions, today announced the expansion of its “Home Agent Program.”
 
The company is expecting to hire an additional 2,000 home agents in key markets, including Florida, Georgia, Indiana, Tennessee and Texas by the end of the year.
 
“More and more, people are looking for professional opportunities that will allow them to work from home,” says Brad Krinhop, vice president of operations for the home agent business. “The Convergys Home Agent Program benefits both our clients and our agents.”
 
Krinhop added: “Many of our clients need to ramp up quickly to handle increased call volume, and they see our home agent program as a way to give and receive superior customer service. Our agents benefit from the flexibility of being their own boss and setting their own hours, which provides increased time to spend with their families.
 
“In addition, the elimination of a daily commute allows them to save money on gas, car maintenance, parking, clothes and meals. The Home Agent Program also provides an ideal opportunity for stay-at-home parents, individuals with disabilities, or retirees who are looking for ways to earn a good income.”

Agents based in those customers’ homes receive calls from customers of Convergys’ client base and handle calls that include customer service, technical assistance and light sales calls, according to the company. The call types will vary based on the account to which an agent is assigned, company officials say.
 
The hiring and job completion process is positioned as being unique as it can be completed from an individual’s home desktop, company officials say, without ever visiting a Convergys facility. Interested candidates can visit the website dedicated to recruiting home based agents.

The application process begins with a computer systems assessment that will determine whether the potential candidate’s computer meets all the requirements for processing speed and memory.
 
Individuals have the ability to test their system online at any time by clicking the “Start My Application” button. Once the system is verified, the candidate can complete the online employment application. Convergys recruiters review new applications daily.
 
“Our only real ‘workplace’ requirements are that candidates have a quiet place to work inside their home, a PC that meets our minimum standards, cable or DSL high-speed Internet access, and a noise-canceling USB headset,” Krinhop said. “The Home Agent Program offers a great alternative to anyone who is looking for added convenience and freedom, especially from rising gas prices and other work expenses.”
 
Taking on the home-based agent model is one of the best ways for a contact center or organization to ensure that it can find the right applicant to fill the position, according to the company. They are not restrained by geography and can look or specific skills, education or other qualities to ensure the best fit for the job, regardless of location.
 
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse (News - Alert).


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