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Four advantages of a work at home cx strategy

Blog
11th July 2017

Work at home strategies are going mainstream, especially in areas such as customer service where there are many advantages to having a diverse pool of Advisors working remotely. But how common is it now to work from home and is secure?

Arguably the USA has led the move to home working so it’s worth looking at some of the statistics from there. It seems surprising, but now almost half of all American workers work from home, according to data from the New Jersey Institute of Technology. The NJIT research indicates that many companies, such as IBM, SAP, and Amazon, are encouraging home working in addition to many customer service organisations. With 45% of all American employees now based at home, it’s surprising that the commute to an office is still considered the most ‘normal’ type of job.

There are several distinct advantages of a work at home strategy when looking specifically at building a customer service team. For instance:

  • You can hire the best people: not everyone lives within commuting distance of your contact centre. Allowing a work at home option ensures you can hire great people who really fit the profile of the brand you are servicing without restricting your options to those who live nearby or are prepared to relocate.
  • Security is high: it’s far easier to create point to point encryption with a locked down desktop so your home workers are serving customers in an environment that is every bit as secure as your contact centre.
  • Training is easy: modern video conferencing systems are free to use and easy to deploy. They allow remote workers to be included in meetings and training sessions without needing to visit the contact centre so remote training is much easier than ever before.
  • Scale up fast: when building a team quickly you don’t need to worry about office space at the contact centre, you can hire as quickly as you can find good people and let them work remotely.

Work at home doesn’t have to be an exclusive strategy. You can have a team based at a contact centre with a pool of people available to work from home, but it is also possible to have a completely remote team supervised from a contact centre. The improvements to training and security systems in the past couple of years have really changed the game and made work at home a far more viable option. Having access to a wide pool of talent who do not need to commute to the contact centre is an enormous strategic advantage and cannot be ignored by anyone who needs to manage the great customer experience for a brand.

What do you think of work at home as a customer service strategy? Leave a comment here or get in touch directly via LinkedIn.


Helen Murray
Article by: Helen Murray

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