Information technology has advanced to the point that using remote agents is as easy as using traditional in-house phone centers. Home based agents save money, reduce agent attrition and improve productivity. Despite these advantages, the industry has been slow to adopt remote agents, in part due to misconceptions about how the relationship works.

Myth #1 - I Can't Monitor Remote Agents

Managers envision work-at-home employees sitting in their pajamas, watching cartoons and laughing at the boss who's paying them to do nothing. They fear that without direct observation, agents won't be as productive.

These managers should ask themselves how often they watch in-house agents. Call center managers don't typically walk around, checking to be sure each agent is on the phone. They use call center information such as comprehensive metrics to monitor agent activity. They consult live reports and long-term summaries. These technologies work just as effectively on agents working from home offices. Agents who aren't shouldering a fair share of the load will be immediately visible on the metrics, whether they are sitting in the next office or at a computer on a kitchen table.

Myth #2 - Hackers Will Steal Sensitive Data

A company's customer information might contain credit card numbers, medical histories or Social Security numbers. Managers fear that, once the company allows outside connections to the database, unauthorized users will break in and download all this information.

Remote call center solutions have been designed with this concern in mind. Remote agents don't connect across an open link, like they are accessing a web page. They use encrypted connections that can be opened only by authorized users. Many organizations use software that automatically locks down the terminal if it is unused for more than a few minutes to prevent the agent's family members from poking around. The fact is that data security, both internal and external, is more dependent on employees following security policies than on the technology.

Myth #3 - Nobody Else Is Using Remote Agents

The contact center industry has been hesitant to use remote agents, but that reluctance is fading rapidly as companies examine the many benefits from the arrangement. However companies tend not to advertise the use of remote agents because they are concerned it will undermine customer confidence. To an outsider, there should be no difference between talking to an in-house agent and an at-home agent.

Studies show the use of remote agents is growing, and some experts predict it will become the core of all call center solutions in the future. The flexibility, affordability and access to a larger pool of talented agents are pushing many organizations to investigate remote solutions.

Yes, there are some challenges to using remote call center solutions, but there are challenges to in-house solutions as well. Learn to separate the real problems from the imaginary ones and see how remote agents can improve your call center's operations.