Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

What’s Wrong with a Virtual Workforce? As It Turns Out, Quite a Bit - Mark Fichera - ContactCenterWorld.com Blog

What’s Wrong with a Virtual Workforce? As It Turns Out, Quite a Bit

One of the most important ways in which call center services providers can be categorized is premise-based vs. virtual.  That is, those whose employees work at a brick-and-mortar call center facility over against those whose staffs work from home.

Overall, virtual employment has grown quickly in recent years, up 73 percent since 2008, according to a study by globalworkplaceanalytics. It’s particularly prevalent in the call center industry for vendors trying to hold down their costs or boost profits.

But even as new technology enables workers and companies to remain hyper-connected, a new study indicates that the virtual staffing model has significant drawbacks. A recent article in Forbes magazine offers insights into virtual/on-site trade-offs. Yes, some employees are happier and more productive working from home. But in the larger scheme of things, the advantages of premise-based outweigh the downside, chiefly in the areas of teamwork and knowledge sharing.

To quote from the article: “A healthy organization has a culture that allows the sharing of values and ideas, the formation of a corporate identity, and the sense of competitive urgency that allows a company to be agile and innovative.” And this can only be accomplished when people are working in physical proximity.

In addition, “working from home can fail to fire up remote workers in the same way as a shared company environment.”

This refers to the crucial element of collaboration and the creation of innovative ideas that happens when employees talk to each other, swap suggestions and building on each others’ thoughts.

Concludes Forbes, “…teleworking generally doesn’t work well, because corporations still haven’t solved the issues of remote learning, knowledge sharing, or firing up ideas. If that ‘magic’ is to happen, you still need office face-time.”

These insights apply to the call center industry.  Teams of representatives, working in dedicated or shared teams on inbound customer service/order processing or outbound lead generation and appointment setting, work best when they work in collaboration. Agents and program managers can swap experiences, compare best practices and share ideas in team meetings. All of this invaluable activity is impeded, or eliminated, by agents working from home, with the client hurt by the loss of collaboration.

Mark Fichera, CEO
OnBrand24
Beverly, MA

Publish Date: August 7, 2013 5:03 PM

ABOUT US IN 60 seconds!

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 396 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =