![]() Less flexibility to quickly scale if agents must come into the center to log into the system.Schedule adherence and absenteeism having to commute to the center increases the likelihood of tardiness and call-outs.Appeals to younger workers interested in career growth.Easier for supervisors to deliver on-the-spot public recognition to individual agents.Agents are immersed in company brand and culture.More opportunity for agents to be involved in cross-functional projects.Customer service and sales staff benefit from in-person interaction.Supervisors and team leads can see and hear when agents need assistance on a call and/or coaching.Increased opportunities for learning and development, networking with management and peers.Easy access to supervisors, trainers, IT, peers and on-site resources.Managers and supervisors require additional skill sets to lead virtual teams.Agents may have difficulty separating work and personal lives. ![]() Teams can become siloed from other functions.Easy-to-misunderstand text-based communications from supervisors and team members.Agents may lack expertise to troubleshoot technical issues or problems with equipment.Lack of secure network connection poses data security risk also, agents working on their own may be more susceptible to social engineering attempts.Lack of dedicated workspace agents distracted in the home.Lack of reliable high-speed internet connection in the home.Feeling isolated, disconnected from team.Business continuity - can maintain operations during crisis or disaster.Ability to offer extended operating hours.A workforce that can quickly scale up or down, as needed.Scheduling flexibility for agents improved work-life balance.Competitive operating and management costs.Access to an expanded talent pool of skilled, high-quality staff.Increased employee engagement and retention.The table below lists some of the most common: Work-at-Home Call Center Model Benefits There is no one-size-fits-all approach to either model, and each brings unique benefits and challenges. Given the evolving crisis, and the reality of a once seemingly temporary situation becoming a “new standard,” call center leaders are considering what the ideal future operation should look like. However, COVID-19 forced many companies to fast-track and put in a stopgap solution. Naturally, these success factors were developed over time, and pre-COVID work-at-home operations are reaping the benefits as a result. Most have well-developed technology, processes, policies, and staffing models that drive the right outcomes. Long-standing work-at-home operations have had years of experience in developing a success formula. Yet the reality of the daily isolation from co-workers, lack of support staff, and feeling disconnected from a team-based culture are concerns, especially for more extroverted call center agents. and the world, work-at-home or virtual call center staffing was already on the rise. On-premise Call Center ModelsĮven before COVID-19 swept through the U.S. Benefits and Challenges of Work-at-home vs. on-premise debate with new questions and concerns as they contemplate how to retain customers and employees while navigating the stormy months to come - and beyond. What will the on-premise and work-at-home hybrid ratio be moving forward?Ĭompany leaders are reconsidering the work-at-home vs.Is there an uptick in applicants seeking transient jobs vs.Are staffing and performance challenges manifesting or improving?.Are call center workers missing the social interaction of on-premise sites?.What are the impacts on U.S domestic call centers vs.How much longer can we use “because of COVID” as an excuse for poor service?.So, what does the future hold for call center operations? With Q approaching fast, we must ask ourselves: Many companies managed the sudden shift to work-at-home with few difficulties, while others are still struggling to overcome challenges, particularly with staffing, training, agent engagement, collaboration and attrition. Our industry is nearly six months into the workplace changes brought on by the coronavirus, and we are still adjusting to the current state of things. on-premise call center agents is a front-and-center topic today. The decades-long debate comparing work-at-home vs.
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