Top 5 Reasons Why At-Home Customer Care is Succeeding - Sitel - ContactCenterWorld.com Blog
The work at home customer care model continues to see immense growth in the contact center industry. At Sitel, we’ve recently doubled our remote workforce and we anticipate the trend to continue.
Despite the rapid growth, some organizations are hesitant to implement an at-home model. “Why would I want my workforce to be outside of the call center? How can I ensure they are being productive? Won’t this be more costly for our business?”
The at-home model is the fastest-growing trend in our industry, and a win-win-win for customer care providers, customers and employees. Here are five reasons why:
- Employee Recruitment Barriers are Demolished
One of the greatest constraints businesses face is their talent selection pool. Companies are, oftentimes, forced to select their hires based on their location. Unless an employee is willing to uproot their life and their family to take a job half way across the country, companies are very limited in their talent recruitment choices. With a work-at-home model, however, that barrier is completely knocked down. Customer care providers can select anyone in the nation to fill a position no matter the location. The result is a greater talent pool to select from enabling better hiring decisions for your company.
- Workers Show Increased Productivity
One of the biggest misconceptions regarding remote workers is decreased productivity. Workers will be distracted by a television, a refrigerator and a couch. However, research has found the exact opposite to be the case. Workers are actually more productive when working from home. How can that be true? Because a work-at-home program allows for an employee to be more effective at managing their work and life balance. Rather than sitting in a cubicle thinking about getting home to let the dog out or needing to find something to cook for dinner that night for their kids, they can fully focus on the work task at hand. The same idea can be said for part time employees or for those with flex schedules. Because they have that work-life, employees can fully allot their attention towards their career when they are working because they have that healthy personal and professional balance. This not only leads to increased productivity, but also to more satisfied employees overall.
- Increased Scalability and Flexibility
A work at home customer care model allows for businesses to adequately staff for spikes in business needs more efficiently than an onsite model. For example, when the holiday season comes, the customer service industry sees a huge influx in customer inquiries. Work-at-home programs enable organizations to scale staffing to business needs during yearly peak and valley times resulting in cost savings without compromising the level of service delivered to customers.
- Decreased Maintenance and Technical Costs
A work at home program significantly lowers overhead costs. Operating a contact center requires a facility, technology capabilities, building maintenance, staffing costs and much more. Many work-at-home programs have a BYOD—or bring your own device –policy, which means that remote employees use their own high speed broadband as well as their own office equipment. These bottom-line savings add up to significant savings for customer care service providers.
- Extensive e-Learning Capabilities
With training modules essential in any field, some employers are concerned that remote workers may not have the same training and team building opportunities that call centers provide. However, thanks to web-based virtual classrooms, remote agents have the same learning opportunities as their in-office counterparts. These capabilities allow for employees to meet face-to-face through integrated video and audio connections and to experience the same level of training through mock customer interactions, client specific call scenarios and internal team building exercises.
Download this brochure to learn about Sitel Work@Home SolutionsTM
Publish Date: July 14, 2015 5:00 AM
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