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