The Future of Call Centers Is the Hybrid Work Model

Remote work is becoming more than just a fad. However, but that does not mean that the offices will disappear. Businesses still need them. How to organize the workflow in the office of the future?

Why Did the Need for Changes Arise?

The COVID-19 pandemic has changed the world of work forever. Many organizations have made remote work the norm. However, they had to deal with the communication gap, as questions and queries are resolved more quickly in the office. In remote mode, you have to send an email and wait for a response.

Another challenge was the isolation, since it is difficult to feel that one is part of the team when working remotely. Also, collaboration tools, videoconferencing or internal chats for employees cannot completely replace real office environments. As a result, corporate executives are not prepared to abandon office space entirely.

In this sense, according to a recent PwC remote work survey, only 5% of executives think that employees do not need to be in the office to maintain the company culture. Another 29% of respondents think that employees should be in the office at least 3 days a week. 21% believe a purely remote work setup is possible and advocate a 5-day workweek. As for employees, 55% of them want to be remote at least three days a week once the pandemic recedes.

What about Call Centers?

A recent survey from Calabria shows that 9 out of 10 contact centers have at least half of the agents working from home and 85% will continue with flexible hours in the long term. On the one hand, remote work has given call centers access to a larger pool of candidates that makes it easier to hire the most suitable agents. On the other hand, it makes employers update all job descriptions, implement multi-tiered interviews and extensive employment background checks.

How Does Remote Work Influence Productivity?

As the PwC survey shows, working from the call center at home makes employees more productive, since it is possible to maintain a proper balance between work and personal life. 34% of respondents said they are more productive than before the pandemic and 52% of executives support this way of working. Mind you, remote work requires companies to go to great lengths to improve employee performance.

Hybrid Workforce vs. Hybrid Employees: Two Approaches to the Future

Flexible work schedules, remote team members, and attention to the employee experience (EX) are just a few of the top trends in modern business.

Hybrid call center and efficiently managed work models enable the contact center organization to shape its future to be more flexible, digital and profitable for employees. This benefits companies through access to talent no matter where they live, loyal workers, and innovation.

Here are some statistics that show a growing interest in hybrid working models:

• 55% want to work both from home and from the office (Stanford Institute for Economic Policy Research).
• 42% are willing to take a pay cut in exchange for greater flexibility at work.
• Generation Z is the future segment of the workforce: in fact, 74% are interested in the hybrid model.
• 82% of CEOs plan to allow employees to work remotely from time to time (Gartner).

What Are the Benefits of the Hybrid Business Model?

1) Higher Productivity

Not long ago, working from home was a source of doubt and fear. Nobody believed that this format made some valuable employees more productive. This has proven to be a myth. In fact, remote workers are often more productive than their office colleagues.

2) Better Employee Satisfaction

A work-life balance is one of the most attractive offers you can make to your employees and potential job candidates. The hybrid model gives them more freedom to choose when and where they can work. This greater autonomy allows them to adapt to their jobs more effectively and results in higher levels of satisfaction, lower employee turnover, and more commitment to helping your company achieve its goals.

3) Reduced Business Costs

With higher employee satisfaction, the company saves money on employee turnover and associated costs needed to find a qualified new candidate for a new position, while higher productivity of existing workers will result in better work for their customers and higher profits for your company.

4) Possibility of Hiring Talent from Anywhere in the World

Access to a wider range of talent means that people with specialized skills can be hired. This can give an organization a competitive advantage, help expand into new markets, and deliver 24/7 productivity.

Will Hybrid Work Hold Up for Long?

According to Bill Schaninger, an expert at McKinsey & Co, the hybrid model is here to stay, and that the days of 90 minutes of traffic to get to the office are long gone.

People prefer hybrid work, and there is evidence of it. This study has shown that more than half of employees would like their organizations to adopt more flexible hybrid virtual work models, where they are sometimes on-premise and sometimes work remotely.

Working remotely has shown great promise, but offices and other locations also offer many benefits that cannot be replicated in a home environment. There is no doubt that the hybrid approach will be a step forward for the vast majority of companies, as this model offers the flexibility and freedom that employees need and that benefits the business. Organizations now need to find a way to provide the spaces, tools and resources they need to help them succeed.

In conclusion, the future of call centers and any business is a place of collaboration that allows more flexibility and space for employees. Now the office is a place where workers can feel like they are part of a community that shares a strong company culture.