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News : Employees Want a Mixed Work at Home Model and They Identify Key Challenges to Sustainability


Denver, CO, USA, July 3, 2020 -- The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. The findings provide unexpected insight into the point of view of the work at home employee. Common industry wisdom favors a 100% work at home model and suggest that only certain types of agents can be successful at home.

Yet, according to a large majority of participants, their performance was the same or better at home. This provides evidence that success can transfer from the contact center to the home. When asked where they want to work, the top choice of employees is a mix of working between home and the contact center. Less than half of the employees want to work entirely at home. An analysis of comments revealed that COVID-19 had little influence on their future work arrangement preference.

Employees did identify several challenges to the work at home model that could impact its long-term sustainability. They expressed that it requires more effort to work with each other and customers. Employees also expressed challenges with technology, feelings of loneliness, and frustration with impersonal, computer-based communication. The supervisor is the key to a successful and sustainable work at home model. They need to be trained to adapt their communication style, reduce the effort it takes to work with their team, and develop each agent to become more self-managing.

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Another opportunity to improve the work at home model is by implementing a mixed model. A model that allows employees to work between home and center provides most of the benefits and reduces most of the negative factors of both work arrangements. This model is the top choice of employees because it accommodates individual preferences and optimizes employee satisfaction. Since most employees want to spend most of their time at home in a mixed model, companies can significantly reduce their contact center capacity, and potentially replace a single center with multiple microsites.

5th Talent believes a "work where you want" model will emerge which allows agents to manage and schedule how often they want to work at home and in the center. This promotes employees to become more self-managing which increases satisfaction, engagement, performance, and retention. It also reduces COVID-19 liability because they choose if (and when) they work in the center.

Organizations must understand each location to create their best-fit work at home model. 


Posted by Veronica Silva Cusi, news correspondent

About 5th Talent International, LLC:
5th Talent International is a service consulting company that helps organizations develop a meaningful work environment. When people have meaningful work it significantly lowers turnover and increases customer satisfaction. The 5 Talents are the foundation that enables your people to experience more meaningful moments in their work. The 5th Talent is the most important, which is using your unique talent while serving others.
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2021 Buyers Guide Automated Call Distributors

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.


Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
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