The call center industry is starting to determine if their current work from home model is sustainable after COVID-19. SQM Group has gathered customer and employee experience benchmark research to determine if the work from home (WFH) model is here to stay post-COVID-19.
As a result of the COVID-19 pandemic, most SQM call center clients decided to have their agent and support staff WFH. Furthermore, SQM’s 2021 call center employee research shows that 87% of agents are currently working from home vs. 2019 when 19% of agents worked from home. As most call center practitioners know, it was a sudden and drastic shift to a WFH model. SQM’s research examines the impact of pre/post-COVID-19 by assessing operational, employee, and customer experience data.
Most call center leaders now believe that the WFH model has been one of the great unintentional positive outcomes of the COVID-19 pandemic. Due to higher employee and customer satisfaction with reduced operating costs, most call center providers will continue with a WFH model.
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SQM predicts that the call center industry's post-COVID-19 workforce model will be 60%-80% agents WFH, and 20%-40% agents work in a call center facility-based model. This agent workforce allocation forecast is based on the fact that agents prefer WFH, forcing call centers to have a WFH model to attract and retain agents, especially when considering the current competitive labor market.
The following are SQM Groups major findings for customer satisfaction (Csat), calls transferred, average handle time (AHT), agent turnover, and agents WFH from 2019 to 2021:
About SQM Group:
Service Quality Measurement Group is a service quality benchmarking, measurement and management consulting firm.
Published: Friday, April 1, 2022
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