Two Types of Home Agent Models: Hub & Spoke and Virtual
With remote agent models, you have two recruiting models to consider. Understanding the trade-offs between the two models will help you develop your recruiting and pre-hire assessment strategy.
What is a Hub & Spoke Recruiting Model for Remote Agents
Hub & Spoke models means that agents work at home but live within a convenient drive of the brick and mortar center or hub.
Benefits of the Using a Hub & Spoke Recruiting Model
- Offers pilot option to try out the remote agent concept with minimal effort
- All hiring and training can potentially be done at the contact center reducing your learning curve and investment
- In-person contact with the candidate
Drawbacks of Using a Hub & Spoke Recruiting Model
- Increase in candidate volume does not match virtual volume
- Stuck with same talent pool associated with brick and mortar center
- Cannot fully utilize real estate cost savings
What is a Virtual Recruiting Model for Remote Agents
A virtual model means that agents can live anywhere, work remotely and that you man never meet them in person.
Benefits of the Using Hub & Spoke Recruiting Model
- Access to talent anywhere and anytime which improves your ability to source difficult skill sets (i.e. nurses) or the most talented agents with the greatest potential
- Significant growth in candidate volume
- Hiring optimization - you can match candidate to all contact center jobs because call types are not tied down to physical work locations
Drawbacks of Using Hub & Spoke Recruiting Model
- Very challenging to meet candidate in-person which requires careful recruitment process planning to personalize the process
- Requires careful planning, execution, and investment for hiring, training, and front line management
Topics: Talent Selection Ideas