Are there any advantages of having contact center agents work remotely? This article highlights why the remote work culture is a big W for your contact center operations.
The option of working from home has gained momentum in the past decade, with a 140% increase since 2005 (Global Workplace Analytics).
With the right tools and agents, remote working can yield significant business benefits – this has been a critical driver in cloud contact center adoption as it makes for a safe, simple, and cost-effective solution.
In addition, in the wake of the Covid-19 pandemic, it has become even more imperative for companies to implement a call center work from home solution for their contact center agents. So what are the remote work advantages for contact centers?
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Increase Flexibility
Customer representatives working from home enable you to scale your business according to needs. You can increase your number of agents during periodic operation changes and peak periods and decrease it on regular business days.
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Save Cost
Telemarketing call center employees save time and money significantly for companies. You save on IT equipment, maintenance fees, extra office costs, etc.
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Provide 24/7 Support to Your Customers
Home office workers can work anywhere in the world and in different time zones. You can also easily manage the hours your call center employees work from home.
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Expand Your Talent Pool
Some agents may not like the rush in a call center environment. It may be a loss for your company to force a highly skilled customer representative to work in the office environment and could cost some of them to consider other alternatives. You can allow your call center employees to work from home – a cloud contact center provides a flexible option for this and gives your agents the allowance to work according to their skillset.
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Motivate Your Employees
Call center employees may request some changes to their daily routines. During these periods, you can get your agents to work from home and significantly improve your team’s performance.
However, during periods of high call volumes, you can increase the motivation of your call center employees by including agents that will support existing employees on your team.
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Be Accessible All Over the World
You can connect to the call center from anywhere and support your customers with a computer, internet access, and a headset. To optimize the workforce in your call center with customer representatives working from home and take advantage of many more advantages provided by our technology, you can speak to an expert.
