Working from home continues to become popular with each passing day. As a result, many businesses are embracing this new culture, but some are still skeptical. Others are grappling with the decision of whether to implement a remote center or not. Another lot has fears that efficiency and productivity will drop if agents work from home. However, recent experiments and surveys provide compelling evidence favoring work from home arrangements.
The advent of new cloud-based communication services has played a vital role in fueling this arrangement. Thanks to them, an agent only needs a computer and a pair of headsets to make and receive calls. What’s more, there are no restrictions. Agents can speak to anyone across the globe. Companies are benefiting too. They have reduced the cost of operations without compromising the quality of service. Below are four reasons why you should let call center agents work from home:
1. Working from Home Reduces Cost
Letting your call center agent work from home reduces cost drastically. First, the wages go down. According to IDC, a consulting firm, an agent working in an actual call center earns $31 per hour. The home-based agent makes about $21 per hour. Second, costs related to the workspace, maintenance of on-site hardware, operational, among others, reduce significantly.
Besides that, you only need a cloud-based call center system, which all agents will use. The technology will keep your team connected and work efficiently regardless of their location.
2. You Hire the Best Despite their Location
When it comes to hiring a remote call center agent, you will have a broader pool of applicants to consider. This allows you to pick the cream of the cream. It gives you an upper hand compared to an office setup, where you have limitations on which talent to recruit. Plus, it provides the power to hire agents from different time zones, ensuring your call center operates round the clock.
3. Happier and Productive Agents
When you have a happy agent, it leads to retention, which means satisfied agent results in low operational and training costs. It also means customers receive a better experience. In fact, according to Frost and Sullivan, home agents have an 80% retention rate compared to in-office, who have a rate of 25%. Besides, employees are more productive when working from home. The reason being, they can get more personal things done and equally work on their task efficiently.
4. Easy to use Cloud Communication Technology
As you already know, a cloud-based platform offers software that acts as a service tool. Without a doubt, it has changed how businesses share files, communicate, manage marketing, and much more. Not forgetting, team messaging apps are in place to help agents communicate with other remote agents.
The same cloud platform offers contact center solutions that can unify all disparate offices and agents into one system. Thus, making it easier for all remote call center agents to manage their daily operations. Meaning, you only have to focus on the pace at which the business landscape is changing.
Wrapping Up
Remote call-center agents are the frontline executives of your brand. And regardless of their location, they represent the interest of your brand. Again, they give feedback and information to customers.
Agents working from the office will not necessarily increase productivity. As seen, home-based agents are more productive and efficient. Therefore, consider letting call center agents work from their homes. There are so many benefits that both parties stand to enjoy. All you need is the right strategy and careful planning,
