Office-based Agent Model
The office-based agent model involves hiring and training a team of customer service representatives who work from a physical office location. These agents typically reside in the same geographic area as the clients they serve and work during regular business hours. This model is particularly suitable for companies that prefer in-person interactions with their customers and require a high level of security and compliance.
This model enables easy supervision, training, and team-building activities. Additionally, it allows for the use of company-provided equipment and resources, leading to long-term cost savings.
Siemens, a multinational engineering and technology company, outsourced its office-based call center operations to a third-party provider to enhance efficiency and customer service. The partnership resulted in increased customer satisfaction and reduced operational costs.
Johnson & Johnson, a multinational pharmaceutical and consumer goods company, outsourced its office-based call center operations to a third-party provider to bolster efficiency and customer service. The collaboration led to heightened customer satisfaction, improved agent productivity, and cost savings.