When compared to other sectors, some parts of the business may face greater difficulties when allowing teams to work from home than others.
Although new communication applications have made it much easier for some workers to carry out their tasks from the comfort of their own homes, certain sectors and jobs, such as call centre agents, have seen a slowing in growth rates over the last decade. However, the rise of cloud contact centre solutions in recent years has quieted the debate, as virtual contact centres have grown more popular.
1) Customers and coworkers can collaborate with one another from any part of the world thanks to the cloud
The anxiety that comes with natural disasters and catastrophes generates an unprecedented number of inquiries to customer service companies, which overwhelm under-trained hourly staff or customer service agents.
Customers now want to interact with businesses in new and immediate ways, from any location on the globe using their preferred devices and channels, especially digital ones.
Businesses are increasingly relying on SaaS-based cloud platforms to transform how they collaborate, share files, conduct business operations, handle supply chains, pay employees, manage marketing campaigns, and much more.
2) Employees Are Happier and More Productive
Employee happiness is a major factor in agent retention. Agent contentment and attrition are reduced as a consequence of improved employee satisfaction, resulting in lower operational and training expenses as well as higher client experience quality.
Employees can be more productive when they are able to work from home, contrary to popular belief. Because they are in their own house, they may devote more time to their personal life while still getting their work responsibilities finished quickly.
Agents who are in control of their schedules have a more favourable work/life balance. Furthermore, the average age of an at-home representative is 38, whereas that of an on-site agent is 23, suggesting a higher level of professionalism and service quality that enhances customer loyalty.
3) Reduce costs
Having a remote workforce may save your business money in a variety of ways, but having fewer people in the office is undoubtedly one of the most significant. You have to pay for rent, utilities, and equipment for employees who are at work when they’re in an office. These costs can quickly add up and become a substantial part of your budget.
Allow your staff to work from home and they’ll be able to choose where they want to work. Whether it’s at their dining room table or a coffee shop down the street, the organization isn’t responsible for these costs. Working from home also reduces the expenses associated with real estate, on-premise hardware maintenance, operational costs, and more.
A group of economists studied Ctrip, a Chinese travel agency with 160,000 employees that had set up a tiny number of its call-centre staff to work from home in 2016. Employees worked more and quit less frequently, and they were happier in their jobs. In the meantime, the firm saved money on reduced office space by employing remote workers.
If you’re searching for a way to save money or reduce your budget, eliminating office space is an excellent method to do it. You’ll quickly see how much money you spend on office equipment, furnishings, and supplies.
4) Hire the Best People, Regardless of Their Geographical Location
Hiring at-home call centre agents allow you to discover and attract better talent with specialized skill sets that aren’t possible in an office.
These applicants will be more educated, more responsible, and more productive. They’ll also have unique cultural abilities and reside all over the world. This frees up time in the recruiting process, allowing you to be pickier when hiring staff. Furthermore, if employees are located throughout the country, you may save money on salaries and benefits depending on the cost of living in those regions.
Having a greater range of employees also ensures you’re selecting the appropriate individuals for the position, not simply those who are available.
With a strong staff of workers, you may do more and improve your brand. Customers can get the most helpful suggestions and information from your call centre employees, regardless of where they are located.
Working from home has a number of advantages, including having a remote workforce. Consider how allowing your call centre workers to go remote may really help your company grow if you’re thinking about it. In the near future, with the proper approach and some careful planning, a remote workforce may be a reality.