Technology enabled the remote worker and the statistics are fascinating.
It used to be that a company had a large centralized call center or contact center, with everyone working from the same brick and mortar location. However cloud communications, specifically Voice over IP, has enabled remote employees and a distributed workforce to work in different parts of the country and that has meant a sea-change in the world of contact centers.
The National Association of Call Centers reported that 53% of contact centers in the US have some percentage of their agents working from home.
- 50% of the US workforce holds a job that is compatible with and allows at least partial telework, and approximately 20% to 25% of the workforce teleworks at some frequency.
- Regular work-at-home, among the non-self-employed population, has grown by 115% since 2005, nearly 10x faster than the rest of the workforce.
- 7 million employees now work from home at least half the time.
- Employees who telecommute grew 5.6% from 2013 to 2014.
- 40% more U.S. employers offered flexible workplace options than they did five years ago.
The evolution of VoIP and cloud communications has made it possible to set up a cloud-based contact center with workers anywhere in the US. Agents can work from anywhere and still field customer calls, without affecting the quality of service.
In fact, the ability to use remote agents is fast becoming a necessity for many companies. IP technology means call agents are no longer tied to a specific desk in order to do their job. All they need is a computer, an internet connection and an IP phone. Cloud communications assures that remote and on-site employees can have access to the same applications and communications. Other tools include desktop sharing, collaboration and video-conferencing which can make a virtual office — virtually the same as a brick and mortar office.
The advantages of a cloud-based contact center
- A distributed workforce has more flexibility. You can bring on the number of agents you need to handle the workflow. These agents can also work at any time, including overnight or weekends.
- Agents no longer have to be local. In fact, it makes sense to have call agents in different locations. This gives you the ability to organize agents depending on what time zone they are in so you can cover customers who live in different parts of the country…or even another
- A remote contact center can greatly reduce your costs. You don’t have to buy or rent out space to house a call team or multiple teams or incur any of the other costs associated with an office or building such as property insurance, utilities, equipment, and more.
If you have remote workers – Here are some things to consider
If you are moving to a cloud communication solution and have remote workers, be sure your provider can handle the stringent demands of remote-phone E911 support. You need to be sure your employees are protected no matter where they are working.
The benefits of using remote agents and workers make a compelling case for companies that are looking to streamline operations, provide improved customer service, decrease contact center costs, and increase agent retention and job satisfaction.
Our Hosted Voice Solution with cloudQ (our hosted contact center) may be a perfect fit for your business. Contact Us today and let discuss how we can help you find a communications solution that keeps your employees connected so your business can keep growing.