kayla
Kayla Matthews
February 24, 2017
Customer engagement
Customer Experience
Mobile workforce
Omni-channel contact center
Remote workforce
Telephony

Should Call Centers Let Employees Work Remotely?

Should Call Centers Let Employees Work Remotely?

The topic of remote working is a controversial one for many companies. While apps and software make it easy for some employees to do their job from the comfort of their own home, managers may be hesitant to allow their employees to work remotely in fear they won’t be productive or efficient.

For some industries and positions, working remotely isn’t an option. For others – including call centers – employees working remotely can actually improve the company’s bottom line.

If you’re still on the fence about letting your call center employees work remotely, here are a few things you should consider.

1) Computers and Smartphones Make It Easy to Connect

Call center employees can easily forward calls from their office lines directly to their personal phones. This gives them the ability to do their job regardless of where they are. Nearly everyone has a smartphone in this day and age – the number of Android devices alone went from 11,868 to 18,796 between 2014 and 2015 – so why not let your teams telework now and then?

One of the biggest concerns managers have with remote working is that they aren’t there to keep employees on track or answer questions. Many managers fear employees are simply watching TV all day when they should be working from home. If, as a manager, you’re still worried about remote employees not getting work done, then check out these 5 tips to help maintain accountability in a virtual workplace.

In addition to their uses for answering calls, computers and smartphones make it easy for managers to connect with their call center employees throughout the day.

With apps like Glip, questions can be answered quickly and efficiently, and it’s even easy to schedule meetings throughout the day; and a cloud phone system easily enables remote workers to be just as effective as office staff.

2) Employees Are Happier and More Productive

Contrary to popular belief, employees can actually be more productive when they’re 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.

Employees will save time commuting, giving them more time to sleep, enjoy a meal with their family or get things done at home. They are able to start dinner while finishing their work tasks or throw in a load of laundry between calls or meetings.

Letting your call center employees work from home can improve their work-life balance. When employees are happy at home, they’ll be happier at their job, creating more loyal employees who want to stay with you long term.

3) Save Your Company Money

There are a number of ways having a remote workforce can save your company money, 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.

Allowing your employees to work from home will give them the freedom to choose where they work. Whether it is in a home office, at their dining room table or at a coffee shop down the street, the company itself is not responsible for the expenses.

If you’re looking to save money or cut your budget, getting rid of an office space is a great way to do that. You’ll realize very quickly how much you spend on office equipment, furniture, and supplies.

4) Hire Employees Regardless of Location

Another major benefit of remote workers is that you’re not confined to one area for hiring employees. When you need to account for the cost of living when hiring, you may end up going over budget for salary allocations. If employees are spread out across the country, you can save money on salaries and benefits.

Having your selection of employees also ensures you’re choosing the right individuals for the job, not just the ones that are available. You won’t need to convince employees to move to take the job.

With a strong team of employees, you can get more done and improve your brand. Your call center employees can provide the best possible feedback and information to customers regardless of where they are located.

There are a lot of benefits to working from home and having a remote workforce. If you’re considering allowing your call center employees to go remote, consider how it could actually help grow your business. With the right strategy, a strong approach and some careful planning, a remote workforce could be a real possibility in the near future.