The concept of using remote agents is not, by any means, new. However, what once constituted a small fraction of a larger fixed contact center establishment has gradually become the norm rather than the exception. Quite simply, with the ongoing evolutions in technology, the ability to use remote agents without affecting quality has largely become a reality and even a competitive advantage of some sorts. In other words, if your contact center doesn’t use remote agents, you may very well be handicapping your company before any customer interactions even take place. Don’t believe me? Consider the following:
Contact centers are going remote and so are their agents. With the advent of cloud, improvements in Internet speed, and the need to stay competitive, it is becoming increasingly common for a customer’s call to be handled by an agent in their pajamas at home rather than by someone in a cubicle. But why the change?
Contact centers, for the longest time, were sarcastically referred to as cost centers; mandatory establishments to field customer calls and inquiries with generally low skills requirements or expectations. Fast-forward to today, and the growing emphasis on customer service, and the fundamental value of contact centers has changed as businesses increasingly rely on them to drive customer retention, as well as cross and up-sell product. Contact centers, in short, have morphed into relationship centers, driving the customer experience with a direct impact on a company’s bottom line. So where do remote agents fit in?
Allowing your reps to work from home has its advantages:
With a cloud contact center solution, the reality of having a largely distributed workforce is within reach. Granted, hiring the right individuals and picking the best vendor will require some work, but if you haven’t already considered the benefits, it might be high time you do because your competitors already are.
Guillaume Seynhaeve is the VP of Marketing and Business Development at 3CLogic with over 10 years of experience in sales and customer service. In his role, he routinely shares best practices regarding how to marry technology and business processes to enhance the overall customer experience.