October 24 -

Playvox recently conducted a survey on the State of Remote Work in the Contact Center, and received some very interesting results.  In the survey of more than 370 contact center leaders and agents based in the U.S. and Canada, nearly 60% utilize a hybrid work model. Sixty-four percent (64%) of surveyed managers believe they have done a good job in supporting their remote workforces, noting that 70% of agents say their job satisfaction has increased due to the ability to work remotely. The contact center industry as a whole has done a good job transitioning to remote work.

When asked what factors have led to success in managing a remote or hybrid workforce, contact center leaders cite the following:

  • offering appropriate technology for agents to do their jobs
  • scheduling regular communication
  • team-building activities
  • offering good benefits
  • supporting job flexibility

Interestingly, although many contact centers have embraced remote work, they have not yet established guidelines for their remote workforce. Forty-two percent (42%) of contact centers don't have remote work policies in place. Since many managers say at least some portion of their teams will be transitioning back to an office this year, they might view it as unnecessary to create policies at this point. Now is the time to think about a remote work policy that outlines the criteria an agent must satisfy to work remotely, for example, meeting performance standards, ability to facilitate a quiet, effective workspace with internet access, or spelling out requirements in the job descriptions.

You can find a summary of the State of Remote Work in the Contact Center industry research conducted by Playvox within the Resources section of playvox.com.

Note:  This week’s tip is provided by Michelle Randall, Chief Marketing Officer with Playvox. Reach out to Michelle on LinkedIn at https://www.linkedin.com/in/michelleburrows/.