Many people are coming to realise the hottest place is not close to home, but actually at home. Freeing agents to work in this way reduces dependence on central buildings, which are expensive to run, are some distance from where people live, and aren’t always very flexible for the constantly varying demands of delivering great customer service.
Other benefits to home working include:
What’s more, home working gives contact centres greater flexibility in making agents available quickly, or in making them available across shift patterns that would be difficult if they were office-based (such as split shifts and micro-shifts). There’s greater flexibility for operational expansion, too, because it’s not constrained by current space.
Greater convenience for staff means contact centres are more likely to retain them. It also means they’re more likely to be happy and productive. And in addition to all this, the home-working model can significantly reduce costs.
Home may be where the heart is. But it’s also the hottest location for your contact centre…
For a more detailed view, download our case study produced by Michele Rowan of Customer Contact Strategies, featuring the improvements achieved by American Express and Transcom when they implemented home working.