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Contingency Planning With At-Home Agents

Outsource Consultants

The remote agent model is undeniably the most resistant to growing calls for quarantine – whether self-imposed or government-mandated. Outsource call centers that have been running an at-home model for years aren’t scrambling to prepare themselves for a workplace exodus, they’re already doing it successfully.

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Onward and Upward – Why 2021 Is Poised to Be a Promising Year for the Contact Center Outsourcing Industry

Outsource Consultants

In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model. We were regularly surveying our outsource call center partners about their operations, and just a few days after governments worldwide implemented restrictions, 80% of their collective agents had fully transitioned to remote work.

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How to Move to a Work-At-Home Model When a Rapid Response is Required

COPC

What sort of an environment do Work-At-Home agents need? It is very important to ensure that the home environment for the agents is conducive to working long shifts. The obvious benefits of Work-At-Home agents are based around flexibility and business continuity. At COPC Inc.

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6 CX Innovations That Have Advanced at Lightening Speed Since COVID-19

Skybridge

I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. If you would like to know more about how Skybridge Americas can help you deliver superior customer experience with high performing teams of at-home agents, please reach out. You can read the entire article below. We would love to talk!

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What Makes A Cloud Contact Center The Customer Experience Optimizer?

Babelforce

Many call centers were quickly upended when governments issued work-from-home orders. Interestingly, retention for at-home agents is 80% compared with 25% for in-house agents in the US. This is important because customers expect to use voice interfaces in 70% of interactions by 2023. Facilitate remote working.

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PINDROP PULSE FLASH REPORT: Five Insights of COVID-19 in the Contact Center

pindrop

Most contact centers were unprepared for the magnitude of the shift to work from home and scrambled to take steps to set their agents up with technology and secure VoIP infrastructure at home. Agents and analysts faced productivity issues as environmental changes and technology constraints took their toll.

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3 Rules for Leading Remote Teams with Agility and Purpose

Skybridge

If you’d like to learn more about how Skybridge Americas can help you figure out ways to transition your inbound customer care operation to remote teams of at-home agents, please reach out. We would love to talk! Leading Remote Teams With Agile Alignment. By David Nour.