Remote working is common for many companies. Today, over 3 million Americans work from home. Due to advances in digital technology, not only is this possible, but for many, it’s more desired.
This is because it is more convenient and even more cost effective to have employees work from home. But have you ever wondered if it’s really a good idea? Below is everything you want to know about employing remote call center agents:
Today, more than 50 percent of call centers in the U.S. have at least some employees who work at home. Remote working has become an increasingly popular trend. In fact, many have argued that it is not only more convenient, but also a more productive way of work. And while many companies are beginning to offer remote options, call centers in particular have dived head first into the new way of work.
The idea of working remotely is gaining in popularity for many reasons:
It’s fairly obvious that what call centers lose most when they have a majority of reps working from home is the sense of community and connection. If everyone works from home, you’re not heading into the same office, seeing the same people every day. This means a bit of that community is lost. It can also complicate things when it comes to training or progress reports.
Sometimes it’s easier for employees to slack off or stop paying attention when they’re in front of a computer screen in their own home instead of seeing their boss across the hall working at his or her desk. This is why, for many, it makes sense to work remotely but have regular check-ins to assess progress and points for potential improvement, if not in person, then at least via Skype.
A shift in the flexibility of scheduling and working hours is possibly the largest benefit of remote work and why so many call centers are offering remote work as an option. Call centers in particular cannot often hold regular working hours. Because the average customer is at work during these normal working hours, many call centers actually receive higher call volumes on, what would be for most other companies, off times. Because of this shift in timing, many choose to hold later hours than most other industries or even offer 24/7 services.
In these cases, remote commuting is almost a must-have option. It’s simply unreasonable to ask workers to commute into work at 2 a.m., so it makes sense for these night shift call center agents to work from home. This allows call center agents to have more flexible schedules and, therefore, keep the call centers open and running later or even all night long.
Some of the biggest shifts in the workplace to account for when running a remote call center are:
The work world is changing and the call center industry is right at the head of it all. There are many advantages to this shift towards remote working and, with the right tools and adjustments, remote working can actually save money and result in happier and more productive employees.
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