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Chapter 8 – “Apples and Oranges”: Call Center vs Home Based Agent for B2B Lead Generation Services

Let’s take every characteristic of B2B lead generation services and do a side by side comparison:


Call centers are able to create internet and power redundancy to prevent down time. Considering economies of scale, call centers can also purchase better software and have onsite hardware replacement to create efficiency. In medium to large size call centers there is an onsite IT personnel to assist with timely resolution of all issues.

Home based agents may and will experience down time for any of the above mentioned issues. With Idea2Result services, clients are not responsible for payment for any hours agents have experienced down time. Internet, power and pc failures do occur and can be expected in 5% – 15% of the total campaign time. Most outbound campaigns can accommodate down time, since there is no reliance on the agent. For inbound campaigns, we are able to create back up network between agents to ensure every call is answered.

Note: Continued improvements in technology are certainly shrinking the gap between call centers and home based agents. With hosted dialers, Voice Over IP (VoIP) calling and great improvements in hardware and software of personal computers, home based agents are narrowing the gap in technology.


Call center is a distinct organization with training and onsite management. With medium to large size call centers, there are layers of management – from team lead to quality managers and, of course, relationship managers. The benefit of such structure is the ability to deliver consistent service across numbers of clients and large campaigns.

Home based agents offer a direct resource to the client. Motivation and communication happens directly and offers unprecedented flexibility. Home based model is not for inexperienced. In fact, 3 years in business is the absolute minimum mark. Idea2Result seeks agents with 5-8 years’ experience, trained and tested by US Fortune 500 call centers. Ownership of the work and direct accountability to the client are direct benefits of the home based environment.

Note: Call center management creates value but also demands additional costs. When working with agent directly, clients are able to pay more to have elite agents fully motivated to stay with the campaign long-term.

Clearly for a large airline or a major corporation to switch to home based agent model would be an undertaking. However, with 10 agent campaigns or less, clients are now able to receive most “bang for the buck” and build direct relationships with agents.

***back to “The Art of Appointment Setting”