The Advantages of Working with Remote Contact Center Workers

Cloud-based software has made it possible for organizations to share and access software, communication tools, documents and databases from anywhere. The on-demand availability of computer system resources has also made it feasible for employees from several sectors to work from home, including contact center agents.

With cloud-based software, contact center agents are able to work remotely as efficiently as they would in an office. In fact, numerous benefits don’t apply to agents in a physical contact center. We compiled a list of some of the advantages of working with remote contact center workers.

Productivity

When working at home, the background noise from other contact center agent’s phone calls is wholly eradicated. At-home agents are able to eliminate any background noise and remain focused on the task at hand. They can solely concentrate on their conversation with the customer. We’re confident that people will appreciate having the full uninterrupted attention of their contact center agent!

Freedom

The freedom to work remotely is extremely appealing to contact center agents. Cloud-based software makes it easy to blend the work of onsite and work-from-home employees. Agents can be added to the system when needed and be ready to work within minutes. Contact center managers can schedule their remote workers at the busiest hours when they need additional help. It allows employees to have the flexibility to work the hours they want if they have commitments like medical appointments or picking children up from school.

Employee Retention

Due to the productivity and freedom offered to remote workers, they are more likely to be satisfied, thus not wanting to leave their job. There’s no need to commute or take days off when the weather is dreadful. When agents can work from home, they are typically more committed and motivated.

Manageability

It is a common misconception that remote workers are difficult to manage. Quite the contrary, cloud-based contact center systems actually allow managers to oversee their agents’ work just as well as they would in an office setting. When there is irregular behaviour, it will immediately be detected and flagged. Managers are able to see what every agent is up to on one dashboard no matter where the employees are located.

Productivity, freedom, employee retention and manageability are only four of the advantages of working with remote contact center workers. Innovative Vision is currently deploying home agents and taking care of our clients by being flexible and agile. Talk to us to see how we provide a solution for your business during this transitionary time.

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!