Thanks to cloud software, the remote contact center agent is possible, and even preferred in some cases. There are a lot of benefits to having at-home contact center agents:
- Cost is lowered for both you (no office space) and them (no commute).
- Remote agents tend to be happier.
- Your contact center will be more scalable than a 100% brick and mortar one.
Those are just the obvious benefits, though. Here are five more that you may have never considered.
- The cloud is uncomplicated.
With the cloud, agents have the same capabilities and accessibility they would in an office. Plus, there isn’t any installation, and your company’s data is just as secure as always.
- Overstaffing can be avoided.
For the contact center, one of the best ways to control cost is to balance staffing needs. Customer needs have to be met so that the customer experience can remain positive. At the same time, overstaffing – which impacts the budget – has to be avoided. Remote agents can jump in to help when needed, then log off when call volume dips again.
- Scheduling becomes much more flexible.
With remote agents on the team, the forecasting and scheduling process doesn’t become more difficult, but instead allows for even more flexibility. You’ll run forecast simulations the same as you always have, but agents can be located in all different time zones, working shifts and hours they prefer, which increases schedule availability.
- Tracking performance is the same as before.
Reporting and analytics doesn’t change when it comes to your remote agents. You’ll still be able to see real-time information, agent activities, performance, schedule adherence and shift assignments.
- You’ll find it easier to reach service level goals.
Even with excellent forecasting technology, call volume can change quickly. If a product is included on a “Best of” list, call volume may skyrocket. Or, you may have a day when several of your in-office agents are unexpectedly absent. Without enough agents to handle the influx of calls, emails and social media messages, wait times can increase, leading to a drop in customer satisfaction scores. To avoid this, your remote agents can be used as backup when needed.
One last thought.
When you enable some of your agents to work from home, it shows that you trust them. When agents feel appreciated, they’re motivated to perform better.