This service model allows individuals to assist customers of a major home improvement retailer from a location outside of a traditional brick-and-mortar store or centralized call center. An example would be a support specialist resolving order inquiries or troubleshooting product issues via phone, email, or chat while working from their residence.
The value of this dispersed support structure lies in its potential to enhance customer satisfaction through extended availability and reduced wait times. It also provides the organization with access to a broader talent pool, as geographic limitations are minimized. Historically, this approach has evolved alongside advancements in communication technologies and a growing emphasis on flexible work arrangements.