Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

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:

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.


Leave a Reply

Your email address will not be published.Required fields are marked *


Helen Murray
Article by: Helen Murray

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
News
Groupe Bruxelles Lambert enters into exclusive negotiations for the acquisition of the Webhelp group

GBL announces today it has entered into exclusive negotiations to acquire a majority stake in the Webhelp group, together with its co-founding shareholders, Olivier Duha and Frédéric Jousset, who would retain their role as founding executive directors, and its management team. Founded in 2000, Webhelp is today one of the world's leading providers of customer experience and business process...

Blog
Safeguarding client loyalty and retention

  Everybody likes to be valued and appreciated and the success a company celebrates is also directly linked to its clients. In a B2B business model, clients are after all the reason we are in business. And when they feel valued, they not only become loyal but also use their experience to...

Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

News
Webhelp’s market expansion strategies in the contact centre outsourcing market earn it accolades from Frost & Sullivan

Webhelp's keen focus on agile customer experience (CX) solutions has helped it grow across Europe in an intensely competitive market Based on Webhelp’s successful growth strategy across Europe, Frost & Sullivan has recognised the company with the 2018 European Market Leadership Award in...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook