6 Advantages of Remote Contact Centers
Written by:
Cláudia Valente
Remote work has become increasingly common in various industries in recent years.
1. Hiring Flexibility
One of the main advantages of remote contact centers is the ability to hire agents in any geographic location. With remote contact centers, businesses can access a range of talent since they aren’t limited to employees near the office. This allows companies to select professionals with the skills needed to meet the specific needs of the business without limitations.
2. Decreased Operating Costss
Studies indicate that businesses can save an average of $11,000 per year per part-time remote worker. By choosing a remote contact center, companies can save money and significantly reduce operating costs since they don’t need to invest in physical infrastructures such as facilities, equipment, and furniture or support additional expenses such as energy and water bills. These savings can then be directed to other strategic areas of your business.
3. Increased Productivity
4. Scalability and Adaptability
With remote contact centers, companies can scale up or down to fit changing business needs. During busy periods, such as holidays or special promotions, companies can hire temporary agents to respond to increased call volumes. During slower periods, companies can reduce staff without the need for layoffs. This flexibility ensures that companies can adapt to seasonal changes without neglecting the quality of the customer experience.
5. Business Continuity
Remote work offers companies greater resilience during emergencies such as natural disasters, pandemics, and other unpredictable events. Because agents can work safely from homes without needing to travel or risk exposure, companies can ensure the continuity of their customer service, even in adverse circumstances.
6. Decreased Turnover Rates
It’s no secret that high turnover rates are characteristics of the industry. According to a study from Gitnux, 74 percent of employees say having the option to work remotely makes them less likely to leave the company. Companies can save money by reducing the costs of hiring and training new agents and preventing the contact center from running understaffed, leaving sales calls unanswered and losing potential revenue.
Conclusion
Remote contact centers offer several advantages for businesses, including hiring flexibility, decreased operating costs, increased productivity, scalability and adaptability, business continuity, and decreased turnover rates. By adopting this work model, companies are better prepared to face the challenges of the current market and provide excellent service to their customers.
At GoContact, we are ready to help you implement an efficient and customized remote contact center. Contact us today and find out how we can help you achieve the best results!
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