Working at home versus working in an on-premise call center is a debate with no solutions. Due to the coronavirus, there have been many changes in the working of industries. Many companies felt better working from home because of the problems. At the same time, some companies are still trying to manage challenges like staffing, training, agent engagement, cooperation, and non-cooperation.
How will call center operations evolve in the future? Before 2021 begins, we should think:
- Has pandemic fatigue set in?
- How long can we use poor service “due to COVID”?
- What are the implications for US domestic call centers versus offshore and nearby operations?
- Are call center workers missing out on the social interaction of on-premise sites?
- Are staffing and performance challenges being improved?
- Has there been an increase in the career path of applicants seeking temporary jobs?
- Is the hybrid ratio of on-premise and homeworking likely to continue?
Company leaders are rethinking on-premises versus at-home work with new questions and concerns. To handle tasks and clients and employees for the coming month’s back office outsourcing services can provide practical ways to ensure the success of your business.
Advantages and Challenges of Work at Home vs. On-Premise Call Center Models
Before COVID-19 wreaked havoc in the US and worldwide, the work-at-home or virtual call center workforce was rising. Yet the reality of worker isolation, understaffing, and feeling disconnected from a team-oriented culture is particularly concerning for more outsourced call center agents.
A successful formula for working at home has been developed over the years by long-standing work-at-home operations. Technology, processes, policies, and staffing models that drive the proper outcomes are well developed in most organizations. As a result, pre-COVID work-at-home operations are reaping the rewards of these success factors.
However, COVID-19 has forced many companies to work on the fast track and find stop-gap solutions. Call center leaders are considering the best future operations in light of the emerging COVID-19 crisis and that temporary situations are now the “new normal.” It is impossible to apply a single method to both models. Every one of them has its advantages and challenges. Here we tell you about some of the most common ones:
There is a work-at-home call center model
- Lack of reliable high-speed Internet connection at home
- You feel isolated
- Lacking a dedicated workspace, agents are more engaged at home
- The lack of a secure network connection puts data security at risk. Also, agents acting free may be more susceptible to social engineering attempts.
Challenges
- A feeling of isolation
- Their homes lack reliable high-speed Internet connections
- Agents are distracted at home due to a lack of dedicated workspace
- The lack of a secure network connection poses a security risk. The agents working independent may be more vulnerable to social engineering attacks.
On-Premise Call Center Model
- You have easily accessible supervisors, trainers, IT, peers, and on-site resources.
- PCI compliance and secure networks are in place
- Creating opportunities for learning and development, networking with colleagues and management
- It’s easy for these supervisors and team leads to see when agents need help on a call or coaching.
Challenges
- Commuting to the center increases the likelihood of lateness and absenteeism.
- If agents must log in centrally, what cannot scale the system down quickly
- Traditional on-premise shift schedules are too long, resulting in lower agent utilization and costs.
Final Thoughts
Which model is suitable for your call center operation? Agents want the best of both worlds. Most companies are thinking of a hybrid model. Agents of these companies work three to four days a week at home and one or two days in the office.
