Here are 5 ways on how to successfully implement an at-home agent program for your business. You don’t have to be a call center expert to do this. If your business needs constant customer sales, marketing, service and support, you need to start planning an at-home agent program to improve your revenue so you can focus more on what you do great.

The micro, small and medium-sized enterprises (MSME) in the Philippines employ 70 percent of the country’s workforce, with a large concentration in the domestic sector, i.e. wholesale and retail trade, manufacturing, and hotels and restaurants, with 50 percent alone in the wholesale and retail trade. Of 1,000 firms currently exporting abroad, 70 percent are SMEs. The entire MSME community accounts for 25 percent of the country’s total export revenue, mainly through subcontracting arrangements with larger firms or as suppliers to export companies.

Correct use of technology, hiring the right people and establishing optimal processes are the three basic rules for successfully outsourcing a company's operations elsewhere. Though a premise-based solution is often implemented, the problem with this model lies in dealing with several points of command, control and information between all parties involved – end users, software vendors, telecommunications providers, and managed networks, to name a few.

From the various informal Q&A sessions I've conducted over the past years, I decided to write down some of questions asked on the subject of setting up and operating a small business call center. Here are 8 short snippets of questions and answers as my young and agile mind could recall.