Hosted Call Center Featured Article
Bomgar Remote Access Software Makes Home-Based Help Desk Model Possible
July 23, 2008
Implementing a home-based employee model can prove to deliver significant benefits to an organization. In fact, companies throughout the world are discovering the advantages that such a model can deliver.
According to Gartner, 41 million workers will work out of their home at least one day every week in 2008. Bomgar (News - Alert) offers the remote access software to address this growing trend and allow it to expand to support reps, while also reducing costs and lowering the extraordinary turnover rate of help desk employees.
The advantages of the home-based model extend to both the employee and the employer. Employees experience a more balanced work and home life, save money on gas and make commuting time more productive. Employers are able to reduce energy costs, space and equipment. At the same time, the organization benefits from employees with increased job satisfaction.
The benefits can be even greater for help desk employees. Recruiting and retaining qualified computer support reps has become increasingly difficult in recent years. Between 2000 and 2005, the University of California, Los Angeles reported a 70 percent drop in freshman electing computer science as a major.
This problem is accentuated by extremely high turnover rates: 33 percent for full-time staff and 84 percent for part-time employees. According to predictions from the U.S. Department of Labor’s Bureau of Statistics, the need for support specialists will increase by up to 25 percent over the next 6 years.
Bomgar’s remote access software enables help support reps to work from home without additional expense to the company. The Bomgar solution will also lend to the achievement of a significant increase in first call resolution and reduction in total call times. Second tier escalation can also be realized with Bomgar’s remote support solutions.
Offering the ability to work from home is a powerful recruiting tool. Applications who may not otherwise apply for a position may do so if they can work from home. Bomgar can also make it possible for existing help desk support reps moving to a new location to be able to retain their jobs.
In doing so, the company is able to avoid the loss of the employee’s knowledge and experience and does not have to incur the expense of hiring and training someone new.
If so, the company doesn't lose the employee's knowledge and experience or incur the expense of hiring and training someone new.
The advantages to the home-based model are extensive, but the organization must have certain elements in place before such a model will be effective or productive. The Bomgar software solution is a first step in the right direction to allow both the company and its home-bound employees to enjoy the benefits of working from home.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
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