For example, if the telecommunication bandwidth is low for many agents, it will negatively impact their productivity and operating costs. The factors can differ by industry, line of business, culture, geography, technology, security risk, and telecommunication infrastructure. The call center WFH model could be viewed as a business disruption with many benefits and challenging factors to consider. As a result, SQM Group conducted a study of 500 leading North American call centers to determine the impact of pre/post-COVID-19 by assessing operational, employee, and customer experience data. This article focuses on whether or not the current agent WFH high percentage is here to stay.Īs most people know, companies have transitioned agents to a WFH model for their safety and to ensure they can provide customer service at the same level, or better, than before the COVID-19 pandemic. As most call center practitioners know, it was a sudden and drastic shift to a WFH model. Conversely, in 2019, 19% of agents worked from home. Furthermore, our 2021 call center employee research shows that 87% of agents are currently working from home. As a result of the COVID-19 pandemic, most SQM call center clients decided to have their agent and support staff WFH. Power poll showed that 86% of 124 customer service organizations they studied plan to implement a permanent WFH model after COVID-19 passes. Furthermore, a recent Gartner poll found that 48% of employees will likely continue to work from home at least part-time after COVID-19. A Gallup poll showed that two-thirds of employees would like to continue working remotely for employees who have transitioned to the work from home (WFH) model because of COVID-19. The call center (also known as the contact center) industry is starting to determine if their current work from home model is sustainable post-COVID-19. How Has Working From Home Impacted FCR and Agent Experience Call Center Work From Home Model
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