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Remote call center agent management quiz answers

Read the answers to the remote call center agent management quiz for more information on the management challenges and technology associated with remote call center agents.

1) The correct answer is A (True).
According to Donna Fluss's business case for remote call center agents, doing remote quality assurance will probably increase recording costs. And, remote call center agents will likely require e-learning tools for at-home support and education. Learn more in this business case for remote call center agents.

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2) The correct answer is B.
A, C and D are all common business drivers behind a business's decision to use remote call center agents. Improving metrics does not usually drive the decision. Call center expert Donna Fluss suggests that trouble hiring high-quality agents is another common reason for considering at-home agents, while agent commuting costs and staffing peak call times are other considerations. Find out more in this business case for remote call center agents.

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3) The correct answer is B (False).
There can be potential savings when using remote call center agents, but it's not guaranteed that a business will save any money doing so. According to Donna Fluss, "using remote call center agents primarily to save money would be a mistake and is likely to end in disappointment." In her business case for remote agents, Fluss described a company who hired several remote call center agents to staff peak hours, but did not save any money because of the costs associated with the agents' computers, Internet connections and salaries. Find out more details about cost savings with remote agents.

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4) The correct answer is A.
According to a study of remote call center agents by the management and technology consulting firm Booz, Allen, Hamilton, remote agents have a 10% attrition rate, which is much lower than a typical on-site call center rate. The study also found that remote call center agents are more productive and tend to be older than the on-site call center agent age of 18 to 28. Companies using remote agents can also be more selective in their hiring with the added flexibility that offsite agents bring. Find out more on the attrition rate for remote call center agents in this Ask the Expert response from Donna Fluss.

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5) The correct answer is B (False).
According to Donna Fluss, "There are a variety of at-home agent models. Some enterprises hire them outright and provide them with all of the technology. In other situations, the at-home agents buy their own technology and are contractors. In some situations, the agents pay for their own training -- as you can imagine, this further reduces the rate of attrition as the agent has 'skin in the game.'" Learn more about how some organizations are using remote call center agents with advice from Donna Fluss.

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6) The correct answer is A (True).
Adherence in the call center measures a call center agent's adherence to schedule. Remote call center agents can help avoid scheduling problems, since managers can use remote agents -- who are often more flexible -- to fill a part-time staffing need or for peak call center hours. For more information, browse this call center metrics glossary.

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7) The correct answer is C.
A report from Forrester Research Inc. found that high-performing call center agents tend to perform better when they are working from home. Increased security risk, support and training complications and a managerial lack of control over remote agents are common risks that companies must consider when using at-home agents. Find out more in this news article: Making the virtual call center a reality.

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8) The correct answer is D.
A VPN is a network that uses a public telecommunication infrastructure, such as the Internet, to provide remote offices or individual users with secure access to their organization's network. A virtual private network is a cost-effective way for a company to allow employees remote access. It's cheaper than an expensive system of owned or leased lines that can only be used by one organization. A VPN works by using the shared public infrastructure while maintaining privacy through security procedures and tunneling protocols. This can be a way for call centers to support remote agents without compromising network access or security. Find out more details in this VPN definition.

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9) The correct answer is A (True).
Physically, though a VoIP phone is designed for use with a VoIP system, a VoIP phone set resembles a traditional hard wired or cordless telephone set. It employs the familiar ear and mouth arrangement with an earphone (or earpiece) for listening to incoming audio, and a microphone (or mouthpiece) for transmitting audio. Find out more in this VoIP phone definition.

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10) The correct answer is A (True).
According to a report from Cambridge, Mass.-based Forrester Research, a virtual contact center saves on facility costs and the pay scale is generally 5% to 15% lower than in-house agents. Find out more in this news article: Making the virtual call center a reality.

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