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6 Reasons Contact Centers are Implementing Work-from-Anywhere Solutions

Last updated: 10 May 2023
Contact Center Work-from-Anywhere Benefits

The shift towards remote work has accelerated since the pandemic, and there are no signs that it will slow down anytime soon. Remote working is no longer just a perk but a requirement for employees worldwide. The contact center industry is not exempt from this trend. Remote contact centers have become increasingly popular due to their many benefits. This blog discusses why businesses should consider implementing work-from-anywhere solutions for their contact centers.

Benefit 1: Cost Savings

Remote contact centers can reduce the overhead costs of rent, utilities, and equipment. With remote work, employees can work from anywhere, eliminating the need for physical office space. This translates to substantial savings for businesses.

Rent is considered one of the biggest expenses for businesses operating out of a traditional office. By transitioning to remote contact centers, companies can save money on rent that can be invested in other parts of the business. Utilities, such as electricity, water, and gas, form another considerable expense for businesses that operate in physical offices. According to TechTarget, the cost of a remote center can be as much as 35% less than for a brick-and-mortar contact center. Going remote means eliminating these costs, which can translate into substantial savings.

The cost reductions that come with remote work can also be seen through savings on equipment and furniture. In a traditional contact center setup, businesses must equip employees with desks, computers, and phones. However, with remote work, businesses can provide their employees with the necessary equipment for remote work, such as laptops and headsets. In a survey by Global Workplace Analytics, businesses can save about $11k per remote employee per year on equipment, meals, and travel costs.

Benefit 2: Increased Productivity

Work-from-anywhere solutions can increase employee productivity. Remote work arrangements reduce commuting time and provide flexibility to employees. According to Zippia, 40% of workers feel that their productivity levels have increased while working from home compared to being in the office. Contact center employees can work in an environment that suits them best, contributing to an improved work-life balance and higher job satisfaction levels. Remote work also reduces the chances of employees burning out due to long commutes and stressful work environments.

Benefit 3: Access to a Wider Talent Pool

Remote work allows businesses to access a larger and more diverse talent pool that may not be available within their local area. Implementing work-from-anywhere solutions for contact centers can help businesses tap into a global talent pool, which can be especially advantageous for smaller companies requiring specialized skills.

Eliminating the geographical barrier when hiring employees for contact centers allows businesses to acquire qualified personnel with niche skills that would otherwise be unavailable. This allows businesses to build more dynamic teams catering to their customers’ needs. Additionally, work-from-anywhere solutions allow businesses to recruit, hire, and onboard talent more quickly, which can be beneficial when scaling operations.

Contact centers with diverse teams can better cater to customers from different backgrounds and cultures. A study by McKinsey & Company found that diverse teams make better decisions, achieve better business outcomes, and promote inclusivity. These benefits ultimately lead to a better customer experience. The diversity of talent that remote work enables can also positively impact contact centers.

Benefit 4: Enhanced Customer Experiences

Implementing work-from-anywhere solutions for contact centers can positively impact customer experiences. Remote contact centers can provide 24/7 support. Remote work arrangements also improve communication channels, enabling personalized interactions that increase customer satisfaction and loyalty.

One of the significant benefits of work-from-anywhere solutions is that businesses can provide 24/7 support for customers. This is possible because remote contact centers can operate across multiple time zones. Additionally, businesses can better allocate resources and ensure customers can access support when needed. The availability and convenience of contacting support anytime result in improved customer experiences and enhanced satisfaction.

Remote work arrangements also lead to improved communication channels between businesses and customers. With remote work, businesses can leverage various communication channels such as live chat, video conferencing, and social media, providing more personalized customer interactions. This results in higher customer satisfaction, brand retention, and loyalty.

Benefit 5: Business Continuity During Disruptions

Remote work also allows businesses to maintain operations during unexpected situations like the COVID-19 pandemic, natural disasters, or any other type of outage. Contact centers are mission-critical because customer communication must be consistent, regardless of global disruptions. Thanks to work-from-anywhere solutions, businesses can maintain their continuity plans while ensuring employees’ safety by allowing them to work remotely. Businesses implementing this strategy can manage disruptions and setbacks better than those not incorporating work-from-anywhere solutions.

Benefit 6: Improved Environmental Footprint

Lastly, work-from-anywhere solutions are environmentally friendly compared to traditional contact centers. This approach reduces commuting time and energy consumption, contributing to a company’s green initiatives. Additionally, remote work requires less energy consumption compared to traditional contact centers. Traditional contact centers have numerous pieces of equipment like computers, phones, and servers, which consume considerable energy. Transitioning to remote work arrangements allows businesses to reduce energy consumption, taking a step towards improving environmental sustainability.

Another way remote contact centers can improve their environmental impact is through waste reduction. Traditional contact centers often generate a lot of paper waste through printed documents. Remote work eliminates the need for printed documents, reducing paper and other office waste.

 

Working from anywhere has recently become a need rather than a job perk. Businesses should consider work-from-anywhere solutions when implementing their contact center strategies. Work-from-anywhere solutions offer numerous benefits to companies and customers alike. These solutions can help organizations reduce costs, improve customer experiences, ensure business continuity during disruptions, enhance team diversity and flexibility, and reduce environmental impact. It is an ideal solution for contact centers looking to optimize operations while contributing to a sustainable future.

The advantages of remote contact centers are clear and should be considered when assessing various customer support options. Cultivating a remote workforce is a powerful tool that has the potential to change customer service and create an engaging, personalized experience for customers. By leveraging this technology, businesses can ensure smooth operations and enhance their reputation as innovative and forward-thinking organization.

At BlackPoint IT, we offer numerous contact center platforms to help businesses set up and maintain high-performing remote-based contact centers. Our experienced team provides hardware and software installation, network configuration, data security, and continuous maintenance and troubleshooting to ensure uninterrupted and secure customer support operations. Contact us to learn how we can help set up the perfect remote-based contact center for your business and keep your operations running smoothly.