Remote working for contact centre teams has proven to be more than just a temporary solution, it’s become a long-term, sustainable strategy that delivers significant benefits in terms of cost savings, productivity, and employee retention.

Transitioning to remote working for contact centre team environments allowed for uninterrupted operations during the COVID pandemic back in 2020, but as workplaces finally embrace normality again, we look at the reasons why a work from home model can add value to the call and contact centre sector.

Cost Reduction

Remote teams can lead to substantial cost reductions, particularly in overhead expenses. With less need for physical office space, utilities, and on-site equipment, businesses we work with have saved an average of 25% on operational costs. One major UK financial services company believes that running home agents is around 30% cheaper than its in-house contact centre. Additionally, the flexibility of remote working reduces absenteeism and time lost due to commuting, contributing to an overall leaner, more cost-efficient operation.

Productivity Gains

Despite initial concerns about performance, studies have consistently shown that remote workers are often more productive than their in-office counterparts. In fact, in a Owl Labs study 79% of managers believed that working remotely has made their team more productive. In contact centres, where timely responses and efficient handling of customer inquiries are crucial, this boost in productivity can have a direct impact on customer satisfaction and the bottom line. Remote working for contact centre teams comes with fewer distractions and increased focus, which translates into more calls handled and higher overall performance.

Retention and Employee Satisfaction

Remote work options have become a key factor in employee retention, especially in industries like customer service where turnover rates are traditionally high. Employees with the option to work from home report higher job satisfaction and are more likely to stay with their employer long-term. In a recent study 85% of workers said being able to work from home – at least some of the time – would make them happier. Remote working for contact centre teams can lead to reduced absenteeism and commuter disruptions, whilst making shift work more palatable for workers.

A Competitive Advantage

Finally, embracing remote working models provides companies with access to a larger, more diverse talent pool. Instead of being limited to local candidates, businesses can hire top talent from across the country. This flexibility in hiring ensures that companies can meet the ever-growing customer service demands with skilled professionals, regardless of location.

By adopting remote working for contact centre teams, businesses not only reduce costs and increase productivity but also create a happier, more engaged workforce. As the workplace, and job seeker expectations, continue to evolve, remote working will remain a critical part of building resilient and efficient contact centre teams. Ready to see how remote working can transform your contact centre operations? Contact us to learn more about how we can help you reduce costs and improve performance.