The hybrid agent model combines elements of both the office-based and home-based agent models, offering companies the best of both worlds. Office-based agents can handle in-person customer interactions, while remote agents can manage a high volume of customer interactions and reduce overhead costs.

This model provides companies with staffing flexibility and more efficient resource utilization. It also caters to individual agent preferences, with some opting to work in an office while others prefer working from home. However, it necessitates a more intricate management and coordination system, as more variables must be accounted for.