What Are The Benefits Of Telecommuting For Contact Centers?

Working from home can be very attractive for employees. The comfort of your own home, desk, sofa or a cafeteria can make you feel more comfortable, increasing your efficiency and productivity. Telecommuting is the wave of the future, and it seems that it is here to stay.

In addition, the possibility of working from home facilitates the organization of schedules. When an employee is ill or needs to take care of children sporadically, this can have a minimal impact on the company. Therefore, even from home, as long as there is an Internet connection, a mobile device and a computer or a laptop, the work can be done normally. Likewise, teleworking can reduce the cost of physical space for the organization and a more flexible schedule for call center agents.

Remote work is also extremely useful during bad weather, so employees do not have to worry about arriving at the office on time. The best agents should not be alarmed if they want to relocate, but not lose their job. Thanks to telecommuting, companies keep employee retention rates high.

95% of organizations indicate that teleworking increases the satisfaction of agents and, therefore, makes them want to stay. In addition, employees can be hired anywhere in the world to cover all time zones.

What Are The Benefits Of Telecommuting For Contact Centers?

In the mobile world in which we live, there is no reason why telecommuting is not a more widespread trend. Increases in productivity, retention and ease in time programming are just some of the benefits for contact centers.

1) Computers And Smartphones Facilitate Connection

Call center agents can divert calls from their office lines to their personal phones. This gives them the ability to do their job regardless of where they are.

One of the biggest concerns of supervisors regarding remote work is that they are not there to control agents or answer possible questions. But, in addition to their use to answer calls, computers and smartphones make it easier for supervisors to connect with their call center employees throughout the day.

In addition to their uses to answer calls, computers and smartphones make it easier for managers to connect with their call center employees throughout the day. Likewise, a telephone system in the cloud allows remote workers to be as effective as office staff.

2) Employees Are Happier And More Productive

Contrary to popular belief, employees can be more productive when they work from home. Precisely because they are in their home, they can organize their personal lives while performing their work tasks efficiently.

On the other hand, workers save travel time, a factor that can negatively influence aspects such as fatigue, lack of time to devote to their personal life or sleep. All these factors can affect the performance of the agents.

Therefore, allowing call center employees to work from home can improve the balance between work and personal life. When agents are happy developing their work tasks from home, they will be more satisfied in their work, increasing their loyalty to the company.

3) Telecommuting Reduces Costs To Companies

There are several ways to have a remote workforce that saves organizations money, but having fewer people in the office is one of the main ones. Having employees in a larger office means paying a higher rent, as well as a greater investment in equipment.

Telecommuting gives employees freedom to choose where they work: in a home office, at their dining room table or in a cafeteria. However, the company itself is not responsible for the expenses.

If a company seeks to save money or reduce its budget, getting rid of extra office space is a great way to do it. It is also a way for organizations to realize how much they spend on office equipment, furniture and supplies.

4) Hiring Employees Regardless Of Location

If companies want to recruit agents throughout the country, telecommuting facilitates their hiring. Organizations can select the right people to perform the necessary tasks and do not need to convince them to move to another city.

With a solid team of employees, companies can do more and improve their brand. Call center agents can provide the best information and resolve user queries, regardless of where they are.

In conclusion, telecommuting reports many benefits for customer service companies. Not only in terms of the satisfaction of the agents in the development of their work, but also in the growth of the call center. With a correct strategy, a solid approach and careful planning, the remote workforce could be a real possibility in the near future.