Hybrid Agent Model
The hybrid agent model combines elements of both the office-based and home-based agent models, offering companies the best of both worlds. Office-based agents can handle in-person customer interactions, while remote agents can manage a high volume of customer interactions and reduce overhead costs.
This model provides companies with staffing flexibility and more efficient resource utilization. It also caters to individual agent preferences, with some opting to work in an office while others prefer working from home. However, it necessitates a more intricate management and coordination system, as more variables must be accounted for.
T-Mobile adopted a hybrid call center model to improve customer service and agent flexibility. Allowing some agents to work from home while others continued working in the office resulted in improved customer service levels and reduced agent turnover.
Cisco introduced flexible work arrangements for its call center agents, including the option to work from home or in the office. The company reported increased employee satisfaction, retention, and a decrease in absenteeism. The hybrid model helped Cisco improve customer service levels and reduce agent turnover.