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How one company established a remote agent hiring model

Many contact center firms are embracing a work at home contact center strategy. Besides real estate savings, a key benefit is the ability to hire from a larger talent pool which improves your selection ratio.  Some contact centers find that they can achieve a 15 to 1 candidate to hire ratio with a remote agent strategy.

In this case study, FurstPerson discusses how one outsourcing firm implemented a virtual home agent program. The results included attrition reduction ranging from 18% to 43%.

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