Up until very recently, the majority of Contact Centers worked in a traditional, centralized model. Faced with the challenges of continuing to run contact centers in an environment decimated by coronavirus, many businesses are urgently implementing business continuity plans which often involve remote working.
Without a doubt, the remote work mode can provide greater flexibility and performance, thus optimizing the traditional way of operating, but only if it is properly managed.
By downloading this Guide you will find statistics that come from a survey of more than 200 contact centers in 2019. Since then, there has been a massive increase in the use of remote workers for business continuity.
26% of 2019’s survey respondents used homeworking, 9% running a pilot scheme, or about to set one up. The actual use of homeworking is higher than in past years, although the interest in pilot schemes/trials are less, suggesting that some recent trials have had a positive result and converted to actual homeworking.
24% of respondents have not acted either way on homeworking, and 19% state that they have made a firm decision that homeworking is not for them, a figure that declines year-on-year.
Management solutions for remote working in the Contact Center
It is important to keep in mind what elements to consider when implementing remote working in the Contact Center. In this Guide you will also find some solutions and key factors that you must take into account to make the move to the remote work model successful:
- Cloud Technology: Cloud is the key to remote working technology.
- Remote agent management: Having the correct technology in place to handle customer locations is only the first step in remote working.
- Quality assurance: it facilitates not only the detection of possible errors or deficiencies in the processes but also allows the detection of coaching needs of the agents.
- Real-time analysis: convert contact center data into business opportunities.
- Communication and motivation of the agents: Real-time communications are vital to supporting remote workers.
It is important to have the right tools that allow you to properly manage the remote contact center. Tools for monitoring agents, to validate the quality of the service, to facilitate communication, and even to reinforce staff motivation.
Smart Staff Optimization (SSO) is a set of solutions that allows you to take advantage of the benefits and opportunities that working remotely brings to the Contact Center. Control the operation, follow up, ensure the quality of service, and motivate the agents.
If you want to read the complete report developed in collaboration with Contact Babel, we invite you to download it. This report aims to show, besides real statistics, tips on managing the motivation and performance of homeworkers, and how to ramp up self-service and digital channels to handle any increase in contact volumes and staff absence.