6 Advantages For Call Centre Agents Who Work Remotely

Is there any advantage of call centre agents working from home? In this post we will highlight why the remote work culture is a great advantage for contact centre operations.

The option to work from home has gained momentum in recent years, with a 140% increase since 2015, according to Global Workplace Analytics.

With the right tools and agents, remote work can yield significant business benefits; this has been a key factor in the adoption of the cloud-based contact centre, as it makes it a secure, simple and cost-effective solution.

What Are The Advantages Of Remote Work For Contact Centres?

1) Increased Flexibility

Work-from-home agents make it easy to scale based on business needs by increasing the number of agents during shift changes and peak periods and decreasing the number on regular business days.

2) Cost Savings

Call centre employees who work remotely save companies time and money, both in computer equipment, as well as in maintenance fees and extra office expenses, among others.

3) 24/7 Customer Support

Agents who work from home can perform their tasks anywhere in the world and in different time zones. In this way, 24/7 support can be offered every day of the year.

4) Expansion Of Talent In The Team

Some agents may not feel comfortable with the stressful situations that are sometimes generated in contact centres. It can be a loss for a company to force a highly skilled customer service representative to work in an office environment, and it could cost some of them to consider other employment alternatives.

With a cloud-based contact centre, call centre employees can work from home, enjoying flexibility and leveraging the best skills of each agent.

5) Motivation Of Employees

Call centre employees can request some changes in their daily routines. During these periods, companies can have agents work from home, thus significantly improving team performance and motivation.

6) Accessibility Worldwide

Remote work makes it easy for centre agents to connect from anywhere with a computer, Internet access, and a headset to continue helping customers. Thus, you can optimize the workforce in a contact centre with remote agents and take advantage of many more advantages offered by cloud technology.