- Availability of additonal resources in call storm
- Increased DR capability
- Incrased work life balance and employee job satisfaction

scheduling, less space required,

#1 Employee and Employer flexibility of work schedules. Employee can work around other responsibilities, Employer can fill gaps to accomodate busier call times.

The advantages for the call centers are that remote agents:

More cost effective (can employ at lower hourly rate)
Less overhead costs
Recruiting over a larger geographic area meaning greater pool of qualified agents
Greater opportunity for staff wishing to work flexible hours
Greater retention and tenure as staff enjoy better worklife balance (less travel time and related expenses)
Greater opportunity to recruit a more mature workforce (higher average age)

Flexibility. Being able to hire the right skills in the the timezones. A much bigger pool of candidates to choose from.

The number one advantage is you expand the area from which you can draw employees. This can be especially helpful in filling positions which have language requirements. You are no longer limited by the demographics of your immediate area.

Reduced attrition; Reduced absenteeism, including faster return to work from surgery, etc.; faster activation/response to peak events like storms; enables split shifts to better schedule to volume pattern; facility savings; environmental benefits from cars off the road

flexibility

Facilities cost savings
Agent morale increases
Slight agent productivity, absenteeinsm improvements
Large agent attrition improvements
Environmental savings

More flexibility in agent scheduling; Home workers can work short shifts when needed.
Increased candidate pool of workers to choose from.
Real Estate costs are lower.

In the contact centre environment, the key advantage is increasing the flexibility of the workforce to match unexpected/'peaky' changes in call demand. In general, remote working removes the hassle of travelling and workers will often use this time for more productive work.

lesser attendance problems. lesser attrition. more productive.

1. It broadens the pool of potential employees
2. It is an attractive working option for many
3. It has been demonstrated that performance is better for home workers
4. It has been demonstrated that retention is higher for home workers
5. It is a very different demographic - more suited to our customer base

Scheduling flexibility, back up should the brick & mortar call center be inaccessible (i.e. snowstorms, etc...), employees that are more focused on the task at hand (less distractions), wider labor pool to choose from, able to straddle time zones more efficiently, reduced turnover, reduced infrastructure costs.

Associate/worker satisfaction. More flexible work schedules (earlier/later shifts than standard commuters)