The contact center industry has never experienced anything like the COVID-19 pandemic. The rapid shift to move agents and supervisors to their homes has demonstrated that a work-at-home (WAH) model is possible for business continuity purposes. However, we are now faced with new questions: Are you trying to decide if you should keep contact center agents at home after the COVID-19 global pandemic? Are you confused by the mixed messages you are getting about the sustainability of a WAH model?
The viability of contact center agents to WAH has been around for more than a decade. A common viewpoint is that the WAH model is superior because it increases productivity, improves customer satisfaction, reduces employee turnover, and provides dramatic cost savings. Despite these claims, why hasn’t the industry adopted this as its primary model? Now that companies have rapidly shifted to a WAH model during the COVID-19 pandemic, can they effectively sustain this model?
It certainly can be a successful model, but companies need to avoid the pitfalls of WAH. Challenges of loneliness, lack of face-to-face communication, and long-term decline in employee engagement are issues that people should take seriously.
To help companies who are considering a WAH model, 5th Talent is conducting a study to understand the situation from the agents’ and supervisors’ point of view. What do they see as the benefits and challenges of a WAH solution and what level of interest do they have to continue to work at home after the pandemic? Understanding what influences their behavior is important to successfully manage operations and it provides insight into what is required for the WAH model to become sustainable over time.
We are currently inviting companies to participate in our WAH study. There is no cost to participate. Please contact 5th Talent at [email protected] to become part of the study and provide us a list of your different contact center locations. We will then send you a customized 5-minute questionnaire for you to provide to your agents and supervisors.
By taking part in the study you will receive:
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Valuable insights into why your agents and supervisors want to stay at home or return to the center.
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The opportunity to benchmark yourself against other participating companies.
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A 5th Talent report that outlines the challenges of a WAH model and critical recommendations to improve its sustainability.
Thank you for considering being part of the study, and please reach out to us with any questions.
Article contributed by CCNG member Brian Kearney, Founding Partner and CMO at 5th Talent International, LLC located in Aurora, Colorado.
