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Survey Results

             Industry Report:
  Home Agent Adoption in the
North American Contact Center
                        2010




                                                                     1

  All Data Copyright 2010 Cloud 10 a Transcom Company – All Rights
Table of Contents


                                                    Executive Summary              3
                                                                  Background       3
                                                                       Process     3
                                                            Participant Profile    4
                                                          Overview of Findings     4

Home Agent Adoption in the North American Contact Center                           6
                                                            Sectors Surveyed        6
                                           Percentage of At-Home Launches           6
                                         Success Rate for At-Home Adopters          7
        Geographic Benefit for Recruiting Reach in an At-Home Environment           7
                                         Scalability of the At-Home Solution        8
                               Language Diversity through Recruiting Reach          8
                           Cost Saving Realized through At-Home Programs            9
                                        Flexibility in Workforce Management         9
                                                     Agent Profile and Abilities   10
                             Impediments to Successful At-Home Programs            10
                                          Adoption Rates of At-Home Agents         11
                      Impediments to Implementing an At-Home Program               11
                                                        Future Adoption Plans      12




                                                                                    2
Executive Summary



                                                Industry Report:
                                           Home Agent Adoption
                            in the North American Contact Center
                                                           2010
                                          By Daniel Willis B.A. (Hons), C.I.M.


Background                                Transcom’s survey initiative set out to
                                          discover “What is the real state of
In 2005, consulting firm IDC reported     the At-Home phenomenon?”
that there were 100,000 agents
fielding calls in an At-Home              We wanted to find out:
environment and consultants at
Gartner Inc. were predicting that by          •   Is the adoption rate as high as
2007 10% of all call centers would                the experts are suggesting?
employ at least some home-based
agents.                                       •   Of those that have adopted, is
                                                  the program a success and if so,
In 2007, a national poll by inContact             what benefits have been
showed that almost 50% of call centers            realized to expectations?
were in fact doing so, but ICMI
reported in 2008 that the number was          •   Of those that had adopted and
more likely 20%.                                  the program was not successful
                                                  what factors contributed to this
Cloud 10, a Transcom company                      failure?
founded a unique At-Home model in
1995 and while the company                    •   Of those that haven’t adopted
experienced initial success with early            what factors are stopping them?
adopters, the real explosion in At-
Home as a delivery channel didn’t             •   Of those who haven’t adopted,
really happen until 2007. Today, our              how many are planning on
experience shows that at least 50% of             implementing within the next 12
all of our clients that we support from           months?
one of our fixed facilities are now
migrating some work to our at-home        Process
channel.
                                          Our on-line survey was sent to over
                                          2000 companies in North America
                                          representing 5 key industry sectors in
                                          May of 2010. The survey was available
                                          on-line for 10 days for key executives
                                          of these 2000 organizations to submit
                                          their response. A survey option
                                          included respondent anonymity and
                                          was designed to gather data from


                                                                                     3
organizations that were not necessarily    Directors made up 43% of those polled
Transcom clients thereby providing a       followed by Executives (VP and above)
more objective analysis of the true        at 29% and Managers at 28%.
state of the at-home phenomenon.
                                           Known vs Anonymous
The following report provides the detail
of each of the key questions along with    Our method of reaching out to
a commentary by the authors. In            anonymous individuals for polling was
some cases the data is provided as an      by way of social media (LinkedIn et al),
overall metric regardless of vertical      word of mouth, website notices and
and in other cases where there were        email forwards. Additionally, we
significant variances between the          reached out by personal invitations to
verticals, the data is provided            the subscribers of our quarterly
separately.                                newsletter. In all, 74% of respondents
                                           came from our subscriber list and 26%
Participant Profile                        were anonymous.

                                           Overview of Findings
Survey Pool Size
                                           Overwhelmingly, our survey data
We contacted 2594 individuals in 2089      supports that organizations are
companies in order to obtain a relevant    embracing at-home agents and are
sample pool. Our focus for the survey      realizing benefits far beyond what they
is the North American Call Center          had originally planned for.
industry and more specifically there
were 5 business verticals that primarily   Of those surveyed:
interested us. They are:
                                              •   46% had adopted an at-home
   •   Financial Services
                                                  delivery channel
   •   Retail
   •   Technology
                                              •   Of those adopters, an
   •   Telecommunications
                                                  overwhelming 90% found the
   •   Consumer Goods and Services
                                                  program successful
When all was said and done, we had a
response rate of better than 10% with      Success factors included:
213 unique company representatives
participating in the survey.                  •   95% cited value in expanding
                                                  the geographic reach of their
                                                  agent pool
Job Titles
                                              •   95% realized the advantages of
Responding to our survey were
                                                  added capacity in their customer
management as well as executive team
                                                  care delivery strategy
members, the bulk of which (75%)
were from the operations side and the
                                              •   88% cited the advantages of
remaining from Sales (2%), Training
                                                  adding language capability
(4%) and IT (19%).
                                              •   86% realized the cost savings
                                                  they had expected and
                                                                                  4
•   95% realized the advantage of       the experience matched the results
       adding flexibility into their       expected. Our data indicates that
       customer care strategy              these two sectors’ experience greatly
                                           exceeded expectations more so than
   •   90% realized the benefits of        the other sectors.
       enhancing the skill set of the
       agents

Of those who found the
program unsuccessful:

   •   Management expertise,
       technology and executive
       sponsorship where the top 3
       reasons for failure

Of those where not adopters to
date:

   •   Overall 31% are planning on
       implementing an at-home
       program within the next 12
       months.                             Our hypothesis is that these sectors are
                                           more experienced in outsourcing in
Across the verticals polled for this       general and therefore have a clearer
survey, results showed that adopters       set of data points from which to
and non adopters were fairly evenly        evaluate success factors in an at-home
split at 46% and 54% respectively.         environment as compared to a fixed
This statistic is consistent with the      facility model.
findings of the 2007 inContact report.
Important for this survey report is that
this provides a statistically valid
number of respondents for us to draw
our conclusions specifically with
respect to what were the successes or
benefits of the program as well as what
were the impediments to success
hence our industry report provides this
data as an overall metric.

At the granular level, there was
one key variance worth
mentioning:

Specifically, the variance between the
technology and telecom sectors as
compared to the others in Financial
Services, Retail and Consumer Goods
and/or Services when asked about how
                                                                                   5
Sectors Surveyed

                                                                  FAST FACTS:
   Business Category

                                                                 Transcom North America and Asia currently
            28%                 16%                              provides acquisition, customer care and
                                            10%                  technical support services to each of these key
                                                                 verticals. We provide our services from
                  27%                 19%                        locations in the US, Canada, the Philippines
                                                                 and across our At-Home network in North
                                                                 America.




                                                                                   Percentage of
   Financial Services                                                          At-Home Launches
   Retail

   Technology
                                                                    All Verticals
   Telecommunications

   Consumer Goods and Services                                                54%                  46%




Data based on 2089 companies surveyed across
the US and Canada.

Data from companies outside of these
geographies were eliminated from this survey                        Yes
report.
                                                                    No


                                                                Data shows that only 46% of the organizations
                                                                surveyed have implemented an At-Home model
                                                                to date and 54% have no experience at all.

                                                                Data further shows some variance in adoption
                                                                rates by vertical. Here are the percentages of
  FAST FACTS:
   AS                                                           adoption rates by verticals:

 Number of Individuals Polled: 2594                                       •    Retail - 44%

 Number of Companies Polled: 2089                                         •    Financial Services – 35%

 Number of Participating Companies: 213                                   •    Technology – 46%

                                                                          •    Telecommunications – 63%

                                                                          •    Consumer Goods – 46%
                                                                                                           6

                   All Data   © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved
Success Rate for
 At-Home Adopters
                                                                   FAST FACTS:

                                                                  Transcom currently hires At-Home
    All Verticals                                                 professionals in 32 states in the US and in all
                                                                  provinces in Canada.
                10%
                                                                  Currently, we have 1600 At-Home
                                    90%                           professionals working in North America and
                                                                  that number continues to grow daily.




                                                                       Geographic Benefit
    Yes                                                              for Recruiting Reach
                                                              in an At-Home Environment
    No


                                                                     All Verticals
                                                                     Geographic Benefits
Overwhelmingly, 90% of our survey
respondents have indicated that their At-Home                                                5%
delivery channel was a success. Interesting to                                  24%
note that there was no variance between
verticals – all equally found the At-Home                                                             71%
experience a great success.

Our experience in deploying At-Home solutions
for our clients supports this data. When
benchmarking our At-Home Key Performance
Indicators with that of our fixed facility centers,
we find our At-Home performance to be equally                        Below Expectation
successful.
                                                                     Meets Expectation

                                                                     Above Expectation


                                                                 Results indicate significant value in using the At-
                                                                 Home delivery model to recruit outside of a
                                                                 traditional fixed facility radius - providing
  FAST FACTS:                                                    organizations the ability to support customers
                                                                 locally, enhancing the customer experience.
 While Transcom provides services in 73                          Additionally, geographic flexibility assists in
 facilities in EMEA, Asia, LATAM and North                       Disaster Recovery and Pandemic Planning.
 America, this survey is exclusive to the North
 American Market.                                                Lastly, geographic flexibility provides the ability
                                                                 to recruit agents with different skill sets,
                                                                 educational levels and experience for a greater
                                                                 variety of call types.


                                                                                                                 7

                    All Data   © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved
Scalability of the At-Home
 Solution
                                                                 FAST FACTS:

    All Verticals                                               Transcom implemented a Canadian At-Home
    Added Capacity                                              solution for a company using multiple vendors
                                                                to support their bilingual French requirements.
                             5%
             29%                                                This client of ours was able to both reduce the
                                                                number of vendors needed and double the
                                     66%
                                                                number of bilingual agent pool within weeks of
                                                                deployment.




                                                            Language Diversity through
    Below Expectation                                                Recruiting Reach
    Meets Expectation

    Above Expectation
                                                                   All Verticals



Balancing capacity, customer satisfaction and                             54%                     46%
costs are an ever growing problem for contact
center executives. At-Home delivery models
enable organizations to scale operations without
the need for a huge capital investment in new
facilities.

Additionally, as organizations are looking to
become more ‘environmentally’ conscious, At-
Home channels support a ‘green policy’ for both                    Below Expectation
the organization as well as the employees.
                                                                   Meets Expectation

                                                                   Above Expectation



                                                               Servicing customers in the language of their
                                                               choice in a familiar dialect is important to
  FAST FACTS:                                                  customer satisfaction and customer retention.

 Transcom hired, trained and deployed over                     As the need for Spanish, French and Asian
 3000 At-Home professionals for one of our                     language support continues to increase, finding
 telecom clients last year for a special seasonal              cost effective delivery options is paramount.
 project in 10 weeks. Being able to ramp up
 without the usual brick and mortar issues                     Data supports that a virtual At-Home hiring
 means shortened timelines - often as much as                  model enable organizations to have unlimited
 90%.                                                          access to required languages and dialects
                                                               deployed quickly and rapidly.

                                                                                                            8

                  All Data   © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved
Cost Saving Realized
 through At-Home Programs
                                                                  FAST FACTS:

    All Verticals                                                While Transcom’s At-Home program offers
    Cost Savings                                                 significant flexibility, all our At-Home
                                                                 professionals are Transcom employees who
               14%                14%                            are assigned fixed schedules to optimize
                                                                 performance and ensure employee
                                                                 engagement.
                        72%



                                                                       Flexibility in Workforce
                                                                                   Management
    Below Expectation

    Meets Expectation
                                                                    All Verticals
    Above Expectation                                               Added Flexibility

                                                                                            5%
                                                                             33%
                                                                                                     62%
86% of all At-Home adopters realized the cost
savings they were expecting and in 14% of
cases – more so. The need to lower costs is
often combined with a desire to repatriate off-
shore work domestically and At-Home delivery
models make the grade.

In addition, data suggests an 8 – 10% increase
                                                                    Below Expectation
in first call resolution versus off-shore and a
significant decrease in agent attrition. All this
adds to the financial business case for an At-                      Meets Expectation
Home delivery model.
                                                                    Above Expectation



                                                                Flexibility is not only about scaling up and down
                                                                quickly and cost effectively, it’s about managing:

                                                                   •    Increased compliance requirements

  FAST FACTS:                                                      •    Volatile call volumes

 Depending on the scale of your operational                        •    Changing call patterns
 needs, Transcom Home Agents can cost 20%
 to 25% less than their bricks and mortar                          •    Increasing call complexity
 counterparts.
                                                                Our survey data suggests that an overwhelming
                                                                95% accomplished increased flexibility when
                                                                adopting an At-Home delivery channel.
                                                                                                              9

                   All Data   © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved
Agent Profile and Abilities
                                                                   FAST FACTS:

                                                                  If you have a highly complex call process, or
     Agent Skill Set                                              are in a regulated industry, you may have to
                                                                  cast a wide net to get the right agent for your
                                                                  requirements. At-Home professionals are
                13%            10%
                                                                  more mature, better educated and more
                                                                  experienced than their fixed facility
                                                                  counterparts.
                         77%


                                                               Impediments to Successful
                                                                     At-Home Programs

     Below Expectation

     Meets Expectation
                                                                                                    All Verticals
     Above Expectation

90% of respondents told us that the agent skill set
in an At-Home delivery model either met or
exceeded expectations.
                                                                         20       40          60      80     100
The demographics of Transcom’s At-Home agents
support this:

   • Average age is 10 years older                                   Infrastructure/Process
                                                                     Technology
   • 81% have some college or higher
                                                                     Performance
   • Average years in the workplace is 12.6                          Attrition
                                                                     Quality Results
   • 85% of inbound care agents have 5+ years of
     experience                                                      Management Expertise
                                                                     Executive Sponsorship
   • 60% of inbound or outbound sales agents have
     2+ years of experience

   • 18% of tech support agents have 2+ years of
     experience                                                  Recall that only 10% of those surveyed indicated
                                                                 their At-Home program was not successful.

                                                                 Managing a virtual workforce is very different
   FAST FACTS:                                                   than in a fixed facility environment – everything
                                                                 from training, coaching, and the actual
                                                                 management of the agents must be completely
   Transcom’s At-Home technology platform is
                                                                 redesigned to ensure success. While technology
   not only PCI compliant but recently won the
                                                                 today facilitates access for the remote agents,
   award for excellence in the Info Security
                                                                 the security around this access is an essential
   Product Guide for Best Deployment Scenario
                                                                 component to eliminate risk.
   for Desktop Virtualization Solution and was a
   finalist for ComputerWorld/Storage
   Networking World (SNIA)- in Storage
   Virtualization and Cloud Computing                                                                              10

                    All Data   © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved
Adoption Rates of At-Home
 Agents
                                                                   FAST FACTS:

100%                                                              Transcom can help your organization achieve
                                                                  all of the benefits of an At-Home delivery
 80%
                                                                  model. Call us today to speak to one of our
 60%                                                              sales specialists.

 40%

 20%                                                                     Impediments to
                                                                Implementing an At-Home
         Under
          50
                 51 -
                 100
                        101 -
                         200
                                 201 -
                                  500
                                         501 -
                                         1000
                                                 Over
                                                 1000
                                                                                Program

   Yes
                                                                                                    All Verticals
   No




While the survey shows that 46% of all                                    20         40        60        80    100

respondents implemented a program and of
those, 90% found the program to be
overwhelmingly successful, what is odd is the
low percentages of At-Home agents versus more                        Budget Constraint
traditional fixed facility agents. We will be                        Security Issues
exploring more about this trend in our next                          Call Complexity
survey however data suggests that, as the                            Infrastructure/Process
adoption rate continues to increase, the number                      Technology Issues
of At-Home will actually exceed fixed facility
                                                                     Perf. Management
agents over the coming years.
                                                                     Attrition issues
                                                                     Quality Issues
                                                                     Lack of Expertise
                                                                     Leadership/Sponsorship

                                                                 The reasons why 54% of organizations polled did
                                                                 not deploy an At-Home model are plentiful.

                                                                 Budget issues appeared in the top 5 reasons yet
  FAST FACTS:                                                    our survey showed that the cost savings was a
                                                                 primary reason for deployment in the first place.
 Transcom’s At-Home program was founded in                       Additionally, call complexity also ranked in the
 1995 by executives in the contact center                        top 5 reasons yet our data shows the At-Home
 industry who deconstructed the fixed facility                   professional to be more mature and experienced
 delivery model and reconstructed it to adapt                    than a fixed facility agent.
 to the unique needs of the At-Home
 professional.                                                   Lastly, lack of internal sponsorship and expertise
                                                                 are preventing organizations from implementing
                                                                 At-Home programs, which in and of itself does
                                                                 not preclude outsourcing.
                                                                                                              11

                    All Data   © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved
Future Adoption Plans


    All Verticals


                                      31%
           69%




                                                                        For more information or
                                                                        to subscribe to our
    Yes
                                                                        quarterly newsletter,
                                                                        please contact:
    No
                                                                        Daniel G. Willis
                                                                        Corporate Marketing and Sales
The most surprising result of the survey is that                        Transcom North America / Asia
of the organizations that haven’t implemented a                         80 King Street, Suite 300
program to date, only 31% are planning on                               St. Catharines, ON L2R 7G1
doing so and even fewer in the next 12 months.                          Canada

Implementation by vertical did vary:
                                                                        t.905.323.3939 extension
   •   Retail – 38% will implement as will                              35074
                                                                        t.877.637.2615 toll free
   •   31% for Financial Services                                       f.905.641.1456

   •   18% for Technology                                               daniel.willis@transcom.com
                                                                        www.transcom.com
   •   50% for Telecom and

   •   33% for Consumer Goods




  FAST FACTS:

 Transcom currently has 60% of all At-Home
 professionals supporting inbound customer
 care programs. The balance support Tier 1
 and 2 technical support initiatives. We are
 now seeing growth expanding to outbound
 acquisition and first party collection
 programs.



                                                                                                        12

                    All Data   © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved

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Industry report home agent adoption 2010 print version

  • 1. Survey Results Industry Report: Home Agent Adoption in the North American Contact Center 2010 1 All Data Copyright 2010 Cloud 10 a Transcom Company – All Rights
  • 2. Table of Contents Executive Summary 3 Background 3 Process 3 Participant Profile 4 Overview of Findings 4 Home Agent Adoption in the North American Contact Center 6 Sectors Surveyed 6 Percentage of At-Home Launches 6 Success Rate for At-Home Adopters 7 Geographic Benefit for Recruiting Reach in an At-Home Environment 7 Scalability of the At-Home Solution 8 Language Diversity through Recruiting Reach 8 Cost Saving Realized through At-Home Programs 9 Flexibility in Workforce Management 9 Agent Profile and Abilities 10 Impediments to Successful At-Home Programs 10 Adoption Rates of At-Home Agents 11 Impediments to Implementing an At-Home Program 11 Future Adoption Plans 12 2
  • 3. Executive Summary Industry Report: Home Agent Adoption in the North American Contact Center 2010 By Daniel Willis B.A. (Hons), C.I.M. Background Transcom’s survey initiative set out to discover “What is the real state of In 2005, consulting firm IDC reported the At-Home phenomenon?” that there were 100,000 agents fielding calls in an At-Home We wanted to find out: environment and consultants at Gartner Inc. were predicting that by • Is the adoption rate as high as 2007 10% of all call centers would the experts are suggesting? employ at least some home-based agents. • Of those that have adopted, is the program a success and if so, In 2007, a national poll by inContact what benefits have been showed that almost 50% of call centers realized to expectations? were in fact doing so, but ICMI reported in 2008 that the number was • Of those that had adopted and more likely 20%. the program was not successful what factors contributed to this Cloud 10, a Transcom company failure? founded a unique At-Home model in 1995 and while the company • Of those that haven’t adopted experienced initial success with early what factors are stopping them? adopters, the real explosion in At- Home as a delivery channel didn’t • Of those who haven’t adopted, really happen until 2007. Today, our how many are planning on experience shows that at least 50% of implementing within the next 12 all of our clients that we support from months? one of our fixed facilities are now migrating some work to our at-home Process channel. Our on-line survey was sent to over 2000 companies in North America representing 5 key industry sectors in May of 2010. The survey was available on-line for 10 days for key executives of these 2000 organizations to submit their response. A survey option included respondent anonymity and was designed to gather data from 3
  • 4. organizations that were not necessarily Directors made up 43% of those polled Transcom clients thereby providing a followed by Executives (VP and above) more objective analysis of the true at 29% and Managers at 28%. state of the at-home phenomenon. Known vs Anonymous The following report provides the detail of each of the key questions along with Our method of reaching out to a commentary by the authors. In anonymous individuals for polling was some cases the data is provided as an by way of social media (LinkedIn et al), overall metric regardless of vertical word of mouth, website notices and and in other cases where there were email forwards. Additionally, we significant variances between the reached out by personal invitations to verticals, the data is provided the subscribers of our quarterly separately. newsletter. In all, 74% of respondents came from our subscriber list and 26% Participant Profile were anonymous. Overview of Findings Survey Pool Size Overwhelmingly, our survey data We contacted 2594 individuals in 2089 supports that organizations are companies in order to obtain a relevant embracing at-home agents and are sample pool. Our focus for the survey realizing benefits far beyond what they is the North American Call Center had originally planned for. industry and more specifically there were 5 business verticals that primarily Of those surveyed: interested us. They are: • 46% had adopted an at-home • Financial Services delivery channel • Retail • Technology • Of those adopters, an • Telecommunications overwhelming 90% found the • Consumer Goods and Services program successful When all was said and done, we had a response rate of better than 10% with Success factors included: 213 unique company representatives participating in the survey. • 95% cited value in expanding the geographic reach of their agent pool Job Titles • 95% realized the advantages of Responding to our survey were added capacity in their customer management as well as executive team care delivery strategy members, the bulk of which (75%) were from the operations side and the • 88% cited the advantages of remaining from Sales (2%), Training adding language capability (4%) and IT (19%). • 86% realized the cost savings they had expected and 4
  • 5. 95% realized the advantage of the experience matched the results adding flexibility into their expected. Our data indicates that customer care strategy these two sectors’ experience greatly exceeded expectations more so than • 90% realized the benefits of the other sectors. enhancing the skill set of the agents Of those who found the program unsuccessful: • Management expertise, technology and executive sponsorship where the top 3 reasons for failure Of those where not adopters to date: • Overall 31% are planning on implementing an at-home program within the next 12 months. Our hypothesis is that these sectors are more experienced in outsourcing in Across the verticals polled for this general and therefore have a clearer survey, results showed that adopters set of data points from which to and non adopters were fairly evenly evaluate success factors in an at-home split at 46% and 54% respectively. environment as compared to a fixed This statistic is consistent with the facility model. findings of the 2007 inContact report. Important for this survey report is that this provides a statistically valid number of respondents for us to draw our conclusions specifically with respect to what were the successes or benefits of the program as well as what were the impediments to success hence our industry report provides this data as an overall metric. At the granular level, there was one key variance worth mentioning: Specifically, the variance between the technology and telecom sectors as compared to the others in Financial Services, Retail and Consumer Goods and/or Services when asked about how 5
  • 6. Sectors Surveyed FAST FACTS: Business Category Transcom North America and Asia currently 28% 16% provides acquisition, customer care and 10% technical support services to each of these key verticals. We provide our services from 27% 19% locations in the US, Canada, the Philippines and across our At-Home network in North America. Percentage of Financial Services At-Home Launches Retail Technology All Verticals Telecommunications Consumer Goods and Services 54% 46% Data based on 2089 companies surveyed across the US and Canada. Data from companies outside of these geographies were eliminated from this survey Yes report. No Data shows that only 46% of the organizations surveyed have implemented an At-Home model to date and 54% have no experience at all. Data further shows some variance in adoption rates by vertical. Here are the percentages of FAST FACTS: AS adoption rates by verticals: Number of Individuals Polled: 2594 • Retail - 44% Number of Companies Polled: 2089 • Financial Services – 35% Number of Participating Companies: 213 • Technology – 46% • Telecommunications – 63% • Consumer Goods – 46% 6 All Data © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved
  • 7. Success Rate for At-Home Adopters FAST FACTS: Transcom currently hires At-Home All Verticals professionals in 32 states in the US and in all provinces in Canada. 10% Currently, we have 1600 At-Home 90% professionals working in North America and that number continues to grow daily. Geographic Benefit Yes for Recruiting Reach in an At-Home Environment No All Verticals Geographic Benefits Overwhelmingly, 90% of our survey respondents have indicated that their At-Home 5% delivery channel was a success. Interesting to 24% note that there was no variance between verticals – all equally found the At-Home 71% experience a great success. Our experience in deploying At-Home solutions for our clients supports this data. When benchmarking our At-Home Key Performance Indicators with that of our fixed facility centers, we find our At-Home performance to be equally Below Expectation successful. Meets Expectation Above Expectation Results indicate significant value in using the At- Home delivery model to recruit outside of a traditional fixed facility radius - providing FAST FACTS: organizations the ability to support customers locally, enhancing the customer experience. While Transcom provides services in 73 Additionally, geographic flexibility assists in facilities in EMEA, Asia, LATAM and North Disaster Recovery and Pandemic Planning. America, this survey is exclusive to the North American Market. Lastly, geographic flexibility provides the ability to recruit agents with different skill sets, educational levels and experience for a greater variety of call types. 7 All Data © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved
  • 8. Scalability of the At-Home Solution FAST FACTS: All Verticals Transcom implemented a Canadian At-Home Added Capacity solution for a company using multiple vendors to support their bilingual French requirements. 5% 29% This client of ours was able to both reduce the number of vendors needed and double the 66% number of bilingual agent pool within weeks of deployment. Language Diversity through Below Expectation Recruiting Reach Meets Expectation Above Expectation All Verticals Balancing capacity, customer satisfaction and 54% 46% costs are an ever growing problem for contact center executives. At-Home delivery models enable organizations to scale operations without the need for a huge capital investment in new facilities. Additionally, as organizations are looking to become more ‘environmentally’ conscious, At- Home channels support a ‘green policy’ for both Below Expectation the organization as well as the employees. Meets Expectation Above Expectation Servicing customers in the language of their choice in a familiar dialect is important to FAST FACTS: customer satisfaction and customer retention. Transcom hired, trained and deployed over As the need for Spanish, French and Asian 3000 At-Home professionals for one of our language support continues to increase, finding telecom clients last year for a special seasonal cost effective delivery options is paramount. project in 10 weeks. Being able to ramp up without the usual brick and mortar issues Data supports that a virtual At-Home hiring means shortened timelines - often as much as model enable organizations to have unlimited 90%. access to required languages and dialects deployed quickly and rapidly. 8 All Data © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved
  • 9. Cost Saving Realized through At-Home Programs FAST FACTS: All Verticals While Transcom’s At-Home program offers Cost Savings significant flexibility, all our At-Home professionals are Transcom employees who 14% 14% are assigned fixed schedules to optimize performance and ensure employee engagement. 72% Flexibility in Workforce Management Below Expectation Meets Expectation All Verticals Above Expectation Added Flexibility 5% 33% 62% 86% of all At-Home adopters realized the cost savings they were expecting and in 14% of cases – more so. The need to lower costs is often combined with a desire to repatriate off- shore work domestically and At-Home delivery models make the grade. In addition, data suggests an 8 – 10% increase Below Expectation in first call resolution versus off-shore and a significant decrease in agent attrition. All this adds to the financial business case for an At- Meets Expectation Home delivery model. Above Expectation Flexibility is not only about scaling up and down quickly and cost effectively, it’s about managing: • Increased compliance requirements FAST FACTS: • Volatile call volumes Depending on the scale of your operational • Changing call patterns needs, Transcom Home Agents can cost 20% to 25% less than their bricks and mortar • Increasing call complexity counterparts. Our survey data suggests that an overwhelming 95% accomplished increased flexibility when adopting an At-Home delivery channel. 9 All Data © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved
  • 10. Agent Profile and Abilities FAST FACTS: If you have a highly complex call process, or Agent Skill Set are in a regulated industry, you may have to cast a wide net to get the right agent for your requirements. At-Home professionals are 13% 10% more mature, better educated and more experienced than their fixed facility counterparts. 77% Impediments to Successful At-Home Programs Below Expectation Meets Expectation All Verticals Above Expectation 90% of respondents told us that the agent skill set in an At-Home delivery model either met or exceeded expectations. 20 40 60 80 100 The demographics of Transcom’s At-Home agents support this: • Average age is 10 years older Infrastructure/Process Technology • 81% have some college or higher Performance • Average years in the workplace is 12.6 Attrition Quality Results • 85% of inbound care agents have 5+ years of experience Management Expertise Executive Sponsorship • 60% of inbound or outbound sales agents have 2+ years of experience • 18% of tech support agents have 2+ years of experience Recall that only 10% of those surveyed indicated their At-Home program was not successful. Managing a virtual workforce is very different FAST FACTS: than in a fixed facility environment – everything from training, coaching, and the actual management of the agents must be completely Transcom’s At-Home technology platform is redesigned to ensure success. While technology not only PCI compliant but recently won the today facilitates access for the remote agents, award for excellence in the Info Security the security around this access is an essential Product Guide for Best Deployment Scenario component to eliminate risk. for Desktop Virtualization Solution and was a finalist for ComputerWorld/Storage Networking World (SNIA)- in Storage Virtualization and Cloud Computing 10 All Data © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved
  • 11. Adoption Rates of At-Home Agents FAST FACTS: 100% Transcom can help your organization achieve all of the benefits of an At-Home delivery 80% model. Call us today to speak to one of our 60% sales specialists. 40% 20% Impediments to Implementing an At-Home Under 50 51 - 100 101 - 200 201 - 500 501 - 1000 Over 1000 Program Yes All Verticals No While the survey shows that 46% of all 20 40 60 80 100 respondents implemented a program and of those, 90% found the program to be overwhelmingly successful, what is odd is the low percentages of At-Home agents versus more Budget Constraint traditional fixed facility agents. We will be Security Issues exploring more about this trend in our next Call Complexity survey however data suggests that, as the Infrastructure/Process adoption rate continues to increase, the number Technology Issues of At-Home will actually exceed fixed facility Perf. Management agents over the coming years. Attrition issues Quality Issues Lack of Expertise Leadership/Sponsorship The reasons why 54% of organizations polled did not deploy an At-Home model are plentiful. Budget issues appeared in the top 5 reasons yet FAST FACTS: our survey showed that the cost savings was a primary reason for deployment in the first place. Transcom’s At-Home program was founded in Additionally, call complexity also ranked in the 1995 by executives in the contact center top 5 reasons yet our data shows the At-Home industry who deconstructed the fixed facility professional to be more mature and experienced delivery model and reconstructed it to adapt than a fixed facility agent. to the unique needs of the At-Home professional. Lastly, lack of internal sponsorship and expertise are preventing organizations from implementing At-Home programs, which in and of itself does not preclude outsourcing. 11 All Data © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved
  • 12. Future Adoption Plans All Verticals 31% 69% For more information or to subscribe to our Yes quarterly newsletter, please contact: No Daniel G. Willis Corporate Marketing and Sales The most surprising result of the survey is that Transcom North America / Asia of the organizations that haven’t implemented a 80 King Street, Suite 300 program to date, only 31% are planning on St. Catharines, ON L2R 7G1 doing so and even fewer in the next 12 months. Canada Implementation by vertical did vary: t.905.323.3939 extension • Retail – 38% will implement as will 35074 t.877.637.2615 toll free • 31% for Financial Services f.905.641.1456 • 18% for Technology daniel.willis@transcom.com www.transcom.com • 50% for Telecom and • 33% for Consumer Goods FAST FACTS: Transcom currently has 60% of all At-Home professionals supporting inbound customer care programs. The balance support Tier 1 and 2 technical support initiatives. We are now seeing growth expanding to outbound acquisition and first party collection programs. 12 All Data © Copyright 2010 Cloud 10 a Transcom Company – All Rights Reserved