Work From Home Call Center Trends After COVID-19

Since the COVID-19 pandemic began, modern society has undergone massive changes. One of the most striking is the relationship many people have with their work and career. After working remotely during the lockdown, lots of folks prefer this style to the old norm of commuting to an office. While working from home is not possible for all types of careers or positions, many companies continue to encourage employees to work from home if they wish. This has had a significant impact on a lot of industries. In the call center industry, it’s been great. We’ve been able to help companies of all sectors continue to serve customers and run smoothly, even when their physical doors have been shut.

Are you hoping to transition into a full-time work-from-home role? One of the best careers for remote work is with a call center. In fact, at TeleDirect, we offer our team work-from-home flexibility. We believe it facilitates a better work-life balance—and that’s important. In fact, we believe that flexible staffing models are one of the most important trends in the WFH world right now. We’ve explained why and highlighted a few other current trends we love below. If you have any questions, be sure to reach out to our team. We want to hear from you.

Flexible Staffing Models for Call Center Workers

We’re all different—and modern companies recognize that in their employees. These days, not everybody can work typical business hours or commute to a faraway office. That’s why we believe that flexible staffing models are better for everybody involved.

Flexible working conditions provide a better overall work experience for employees. With these models, workers’ valuable time and hard work feel appreciated. This is ideal for several reasons. First, it shows you care about your employees’ well-being, and this is a way to show it. Secondly, happy and satisfied employees are more likely to enjoy their job (and not get poached by another company). This will lead to a better reputation as an employer, giving you access to a broader pool of talent when you need it.

Deeper Investment in Technology Solutions

What do you think this is, the ‘60s? While the old days of giant computers and stationery technology might have required employees to work from an office or lab, this is no longer necessary in many industries. Your company’s call center can run without an office space—all you need is to invest in the right technology. These types of solutions include:

• AI
• Cloud storage
• Analytics
• Automated Services
• Virtual Communication Apps and Tools

Increase in Productivity and Quality Assurance

You will likely see more productive performances by offering your team members more flexible working conditions. This is for several reasons. First, by providing flexible and fair work hours to your staff, you will likely see more loyalty and desire to perform well from them. Secondly, you are granting your team more time by removing complicated factors like commuting or even dressing in professional clothing. This extra time makes a big difference to their overall well-being and energy levels, which will show in their performance. Finally, flexible schedules allow employees to work when they can without worrying about external factors (like making it through rush-hour traffic to pick the kids up from daycare before it closes).

Customer Service Automation

At TeleDirect, we are big fans of live agent services within all call centers. That being said, we always advocate for implementing a few automated services to your strategy to streamline things. A simple automated service (such as “press 1 for ___ department) can help keep things moving and ensure that everyone’s calls land in the right spot. These services are also great for providing “evergreen” answers, like giving business hours or renewing a subscription. By incorporating these automated services into your overall plan, you can provide your customers with better coverage, save money and offer a more efficient call center.

Remote Training and Resources for Call Center Agents

Remote training is surging in popularity across all industries. To us, it’s a natural solution and translates perfectly to the call center and customer service industries. You have a more scalable and flexible solution for new or potential employees by training your call center agents remotely. Not only will that make you more attractive as an employer, but your trainees will also be able to learn your company values in a way that is comfortable for them. This will make the entire training process feel more natural and comfortable. It’s also a great way to stay within your budget—you won’t need to rent a training space.

Outsourced Solutions

If you run your call center at home, you must be prepared for any volume of an incoming communication. If your demand is outpacing your capacity, don’t sweat. Work-from-home outsourcing is the best and most effective way to tackle this problem. At TeleDirect, we’ve spent more than two decades in the customer support industry and are always on top of the latest trends. If you have any questions, whether you’re curious about specific call center work-from-home internet requirements, want to invest in a shared agent service for busy periods, or plan to rehaul your entire customer support strategy, we’re waiting for your call. All our call center workers are remote, so they are well-versed in running a call center at home.

Contact (800) 776-1081 today to chat with our team about your business, your current call center strategy, and how we can help your brand shine even brighter.