Remote Agents in the Call Center: a Trend You Can’t Afford to Ignore

Dóra Rapcsák
July 12, 2019
July 12, 2019
5 min read
#Call Center Life

The call center industry is undergoing significant changes at the moment, with the general trend seeing a significant increase in hiring remote agents.

Remote work is gaining popularity in the call center, and for good reason. But is it really worth relying call center activities on remote workforce?

Besides a number of benefits we already talked about in a previous article, recent studies have shown that remote agents are more productive. Also, it seems they enjoy working from home and wouldn’t want to give up on it.

The shift from on-premise to virtual

As these days most customer service departments operate internationally, call center activities often require flexible and multilingual workforce, which is, of course, challenging to hire.

At the same time, the rise of cloud contact center technology enabled for call centers to provide their agents with an easy-to-use solution that requires no IT maintenance and can be accessed anytime from anywhere.

As a result, call centers have slowly started to shift from bricks-and-mortar to virtual premises, leveraging home-based workforce.

Amongst other things, remote agents are cost-effective, as call centers can significantly save on office expenses. Also, employees these days increasingly prefer flexibility at work, and the idea of working remotely from home is very appealing to most of them, helping you reduce burnout in your agent team. And last but definitely not least, as already mentioned, recent studies have shown a significant increase in remote workers’ productivity.

If you’re still not convinced about the benefits of remote agents, then let the numbers speak for themselves!  

Employees prefer remote working

As of 2019, remote workforce is getting more and more popular, with 66% of companies allowing remote work and 16% being fully remote.

According to a recent survey carried out by Talentlms, employees increasingly prefer remote work opportunities. As such, 85% of remote workers say that remote work was their decision because they wanted more flexibility, to make their own hours, and to live a carefree lifestyle.”

These results are not surprising at all, considering that these days flexibility is high on the list of employees’ priorities. Today’s workers increasingly reject traditional working hierarchies, so chances are they will expect to be offered flexible working options once or twice a week, as well as a possibility of remote work.

Furthermore, according to the survey, “60% of respondents have to follow a 9-5, 5-days-a-week work schedule”. So why is it more flexible than an on-site job?

Well, home office creates a more relaxing workplace than ever-more popular open plan offices, allowing your agents to set up their ideal work environment.

And it is not only more flexible but also more cost-effective as employees don’t need to pay for commuting. Speaking of commuting, the majority of workers spend 30 minutes on average commuting. As such, remote work also allows agents to save some time.  

It’s no surprise then that only “20% of those who work from the comfort of their own home would rather go back to working in a company office.”

Productivity is the engine that keeps the call center running. And while working from home might feel lonely, almost no one feels unproductive. In fact, 90% feel they get more work done when working remotely. Quite impressive, isn’t it?

And what will the future bring to the home-based workforce model? The numbers suggest it will gain even more popularity.  

Indeed, “35% of remote workers want to work more days remotely while 6 out of 10 would like their job less if they had to say goodbye to their home office and visit their company every day to do the exact same job.”

Take away

Workplace trends are rapidly changing and it really does seem that both agents and companies can greatly benefit from adopting the home-based business model. By relying on remote agents, you can cut costs, increase productivity and keep your agents satisfied in the long run. So maybe it’s time for your call center to give it a try?  

Dóra Rapcsák
Dóra Rapcsák is Content Strategist and Copywriter at VCC Live®. As a Content Marketer and CX enthusiast, her aim is to discover and tell you about tomorrow’s ideas on Digital Marketing and Customer Experience.
Rate this article