Why the Most Productive Contact Centers are Letting Agents Work from Home
One of the easiest ways to improve agent satisfaction is to provide them with flexible work options. More and more, today’s workforce is expecting the ability to work from home and, fortunately, with the right contact center software, you can make that happen.
Businesses of all sizes are increasingly relying on home offices and remote workers for connecting their part and full-time teleworking agents. In order for these agents to be productive, they require access to the same services used at the corporate headquarters or main contact center location. This includes all the applications, data, voice and multimedia capabilities they require to do their job.
Remote working is also about providing agents with the capabilities to receive routed calls on any endpoint, whether a digital, analog, SIP or mobile phone. This functionality ensures best-in-breed voice customer service regardless of an agent’s location, while retaining all key data so supervisors can still measure and manage agent performance just as if they were in the office.
Allowing agents to work remotely means you won’t be confined to the local talent pool, which may get you better candidates. It also allows you to more easily have agents work odd hours or split shifts. For instance, if call volumes spike for your business early in the morning and late afternoon, you can have some agents work only during peak times—something an employee expected to come into an office would rarely agree to.