Why is Remote Working Considered as the Future of Contact Centers?

Remote Working Considered as the Future of Contact Centers

In recent years, especially after the COVID-19 pandemic, there has been a huge surge in work from home or remote working culture. Working remotely has become a new normal these days. In the contact center industry, remote agents are expected to represent a major proportion of the workforce even after the pandemic passes. 

Why is the remote workforce model beneficial for the contact center industry?

Several contact centers have already started the trend of adopting the workforce model even before the pandemic hit. Some of the key reasons why many SMBs found remote working a good option include:

  • Several SMBs found remote agents a flexible as well as low-overhead workforce option
  • Cloud technologies triggered the adoption of the remote workforce model. Digital transformation allowed organizations to implement various remote-ready ACD systems. These systems further eliminated the difficulties and various other issues that usually occur while managing a distributed workforce. 
  • Remote working culture also allowed organizations to hire new talent irrespective of any geographical barrier. Many contact centers looking forward to expanding their existing recruiting pool found remote working a perfect option to add new talent to their workforce. 

Apart from the above-mentioned reasons, another key reason remote working culture in the contact center industry is gaining huge attention is the resilience factor. Resilience is the ability to act in response to an unpredictable crisis. After the COVID-19 hit, the resilience factor has become a key priority among various industry leaders, including the contact center. The remote agents are no doubt a resilient resource. When equipped with all the required tools and technologies, work from home agents can help secure contact center operations no matter what the situation is. For instance, if a natural disaster affects the availability of contact center agents in a particular geographical area, the agents in other regions can fill in the vacant position immediately. On the other hand, a remote workforce can help shield contact center operations from outbreaks if any other public health emergency occurs.

Advantages of integrating remote working culture

Here are some of the key benefits of adopting remote working culture for a contact center that will likely turn remote agents into the future of contact centers. Have a look:

    • Access to a large talent pool:  Remote working culture allows organizations to hire talent from anywhere (within the boundaries of employment law). Remote working even helps to enhance the inclusivity factor. It means that even incapacitated individuals can contribute their skills. 
    • Improved flexibility: Remote working allows contact centers to enjoy flexibility in their scheduling capabilities. For instance, the contact center management can execute shifts for remote workers as per their requirements. They can assign a few extra agents during peak hours and allot other important tasks when there are few calls. This flexibility empowers contact center management to plan shifts accurately based on the volume of calls. 
    • Increased employee satisfaction and retention: After the growing implementation of work from home culture, several people started enjoying working from home. It allows employees to maintain a balance between their work life and personal life. This balance further keeps employees stressed free which ultimately leads to increased productivity as well as morale. Several contact centers have reported better productivity after allowing their employees to work from home. It has even resulted in reduced churn and its costs, including recruitment and training costs. 
    • Cost-savings: Remote working helps save costs associated with employee churn rate and allows organizations to save huge on various expenses. For instance, when agents work from home they don’t require on-site space; thus, organizations can keep their physical facilities limited. Further, organizations can save on internet connectivity, on-site facilities, and other overhead expenditures. 
    • Better disaster vigilance: A remote working plan can be the best choice in case of a local or national emergency, a natural disaster, or an outbreak of a community-spread illness. With the help of digitalization, online tools, and collaborative applications, employees non-essential to on-site can easily work from home or any other flexible workplace. This further allows organizations to keep their business operations stable while keeping their workers safe and protected in any unwanted situation. 
  • Reduced carbon footprint: remote working is not only good for businesses but also for the environment. How? Well, working from home culture reduces the requirement to telecommute. When employees stop traveling and start working remotely, tons of greenhouse gases can be saved from entering the atmosphere. Moreover, when most of the work is performed online, it reduces the need for paperwork, which ultimately helps to keep the environment clean and green. 


Though there are several advantages of adopting work-from-home systems, the ultimate factor determining the success of adopting this work culture is the customer experience. A contact center can deliver a better customer experience by implementing the right ways to address the challenges of managing remote agents and motivating them to do their best. Hence, it would be correct to say that remote workers are the future of contact centers.

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