Home agents represent an opportunity to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes.

A home agent is a contact center agent who works solely from home. The best practices described in this paper do not necessarily apply to every telecommuter, virtual office worker, or home-based business -- those are more general topics than that of home agents.

A home agent does not have office space at a company facility. This expense would negate some of the important benefits of home agent programs. The employment model varies: agents may be on payroll, on commission, or work as independent contractors.