While working remotely continues to grow in popularity, the decision to allow teams to work from home has typically presented more challenges for some areas of the business when compared to others.<\/p>\n
New communications apps have certainly made it easier for some employees to do their jobs from the comfort of their own home, but for some industries and positions, such as call centre workers, working remotely grew more slowly as managers questioned whether the practice could lead to lower productivity. The growth of cloud contact centre solutions<\/a> in recent years, however, has quieted the discussion, as virtual contact centres have also seen an uptick in popularity<\/a>.<\/p>\n Below are four reasons why virtual contact centres make sense:<\/p>\n The anxiety that accompanies natural disasters and catastrophes brews an unprecedented number of inquiries into customer service organisations, overwhelming undertrained hourly workers or customer service agents.<\/p>\n During these times, customers seek new and immediate ways to interact with businesses, from wherever they are in the world, on their preferred devices and channels, especially digital ones.<\/p>\n Cloud platforms, offering software-as-a-service tools, have already revolutionised the way businesses share files, communicate within teams, manage supply chains, submit payroll, manage marketing, and much more.<\/p>\n Cloud-based contact centre solutions offer the same revolutionary approach, unifying disparate offices and workers on a single system. It makes it easier to manage daily operations so you can focus on the experience you\u2019re delivering and keep pace with the changing business landscape.<\/p>\n And with team messaging apps, questions can be answered quickly and efficiently, enabling remote workers to be just as effective as office staff.<\/p>\n RingCentral team messaging enables businesses to set up region-specific teams, so remote agents and staff at the home office can pop into the right team and ask experts for help. This makes communications run more smoothly and also keeps employees in the contact centre and other departments better connected and feeling more like a team while better serving your customers.<\/p>\n Employee satisfaction leads to agent retention. Improving agent satisfaction and reducing attrition results in decreased operational and training costs and increases the quality of the customer experience. In fact,<\/p>\n Retention rate for at-home agents is 80% vs. 25% for in-house according to Frost and Sullivan. <\/a><\/span>Share on X<\/a><\/span><\/p>\n<\/div>\n Contrary to popular belief, employees can actually be more productive when they\u2019re able to work from home. Because they are in their own house, they are able to get more done in their personal life while getting their work tasks completed efficiently.<\/p>\n Feeling in control over their schedules allows for improved work\/life balance. Additionally, the average age of an at-home agent is 38, compared to 23 for on-site agents, which suggests a higher level of professionalism to their job that enhances the quality of service delivered and ultimately increases customer loyalty.<\/p>\n There are a number of ways\u00a0having a remote workforce can save your company money<\/a>, but having fewer people in the office is definitely a major one. When you have employees in an office, you need to pay for rent, utilities, and equipment for them to use while at work. These expenses can quickly add up and become a major section of your budget.<\/p>\n1) The cloud makes it easy to communicate with customers and co-workers from any location\u00a0<\/b><\/h2>\n
2) Employees Are Happier and More Productive<\/b><\/h2>\n
3) Reduce costs<\/b><\/h2>\n