Workforce Management Featured Article
Remote Work Benefits for Customer Service Will Outlast COVID-19
COVID-19 has transformed the workforce, and a record number of employees are now performing their jobs remotely, at least in some fashion. The call center has always been a prime opportunity for the remote work model, and the coronavirus has given many contact centers that much needed push toward geographically dispersed, remote and efficient operations.
Call centers have been historically plagued with problems, with agent turnover and attrition at the top of the list. Erratic work schedules, tedious and repetitive workloads, a lack of challenge and incentives and low pay are some of the biggest complaints among U.S. agents.
The technology for remote contact center operations has only grown stronger, and the ability for many businesses to quickly shift to a remote work model amidst COVID-19 is a testament to that. But the case for remote, home-based call center workers goes well beyond the current pandemic for a variety of reasons.
The cost benefits of maintaining a remote call center workforce are massive. Most workers need either a phone or simply a laptop and internet connectivity to get the job done, versus the operations and facilities maintenance associated with maintaining large brick and mortar call centers. That savings can be invested in finding more qualified workers and training and compensating them better. Customer service has become a major differentiator in many industries and maintaining an engaged, responsive workforce is the key to success.
Scheduling is another major hurdle for many call centers and remote workers are able to maintain much more flexible schedules. Technology is a big asset here as well, since scheduling tools may be used to ensure workers have their schedules weeks, if not months in advance. Software may be used to enable workers to change their schedules and swap shifts as needed, and managers can approve those changes using technology tools, remotely.
According to research from FischerJordan, home-based, remote work customer service helps enable businesses to meet workforce diversity targets, gives them access to a larger labor pool and enables better coverage for seasonal and daily service spikes. It also facilitates better business continuity and reduces attrition.
COVID-19 has forced many companies and call centers to a remote work model. But given the clear benefits and value, remote work is a worthwhile investment and opportunity that is poised to become a popular practice well after the effects of the coronavirus have dissipated.
Edited by Maurice Nagle