There has been quite a shift when it comes to contact centres and remote working
Back in 2010, only 15% of contact centres operated on a remote or hybrid working strategy. Fast forward to 2024, and that number has increased to 93%. You don’t need to be a statistician to realise just how much of a shift that is.
The onset of COVID-19 was a key driver behind that transition, with contact centre leaders doing all they could to support remote working. In an environment decimated by the pandemic, it was imperative for businesses to guarantee business continuity through adopting new technology. As conditions improved, it became clear that a centralised model was no longer suitable for contact centres.
But what else has influenced that move to remote and hybrid working models for agents? What challenges do contact centres face, and what does the future hold for these contact centres?
Thanks to the latest edition of ContactBabel’s ‘UK Contact Centre Decision-Makers’ Guide’, we can explore why contact centres have continued to keep the majority of their work outside of the traditional office space.
The key drivers behind the shift
When contact centres preferred to operate in a centralised model, fewer than 4% of agents worked from home. As already noted, the uptake in remote and hybrid working has only gone from strength to strength. While COVID-19 did the heavy lifting for this exodus, there are reasons behind its sustained popularity.
The cost efficiency of moving away from the office is one notable example. Businesses can reduce their overhead expenses by minimising the need for space and additional hardware. After introducing remote working as an option, contact centres can reduce their operational costs by as much as 40%.
That added flexibility is also a positive for both agents and contact centre leaders. Not only can agents find a better balance between their personal and professional lives, but leaders aren’t restricted by geography when recruiting. 53% of agents prefer a hybrid working model and would feel more inclined to stay at their current job if such a model was in operation.
Taking operations away from those traditional spaces is also crucial for business continuity. Those virtual contact centres took the reliance away from a single location, which was vital during the COVID-19 pandemic. When asked about the most important reasons for choosing cloud-based solutions, 46% of contact centre leaders chose business continuity in their top 3 reasons.
Sustainability has also been a key reason behind the continued use of remote working in contact centres. Less commuting lower’s an organisation’s carbon footprint and aligns with wider environmental and sustainability goals. Compared to full-time office workers, remote workers can reduce their carbon emissions by 54% when they rid themselves of the burdens of commuting.
The benefits behind remote working in contact centres has supported its continued usage. Of course, that success is reliant on the technological solutions built to underpin it.
Technological foundations
If businesses don’t have the right tools and solutions, then they’ll struggle in their efforts to make contact centres remote. Having the newest, shiniest thing is great, but is it appropriate and suitable for those wider goals? Planning is everything, after all.
Cloud-based solutions are, unsurprisingly, the big hitters when it comes to remote and hybrid working models. Operations can be conducted seamlessly across multiple locations, simultaneously providing the scalability and security needed to make that a possibility. The cloud has already made a big difference in contact centres, with leaders agreeing that it provides:
- Cheaper cost of ownership (51% of leaders)
- Extended functionality (73%)
- The ability to make changes to the system (71%)
Workforce management tools have also become more refined over the years. Agent performance can be monitored in real-time, with AI-powered scheduling helping to optimise productivity. As of 2024, 44% of contact centres were using cloud-based workforce management solutions, with a further 29% planning on taking those solutions to the cloud.
Those solutions are also now equipped with more sophisticated security capabilities. Multi-factor authentication and encrypted data protocols are just two of the built-in features that come with these technological advancements. With over 50% of businesses reporting some kind of cyberattack in the last 12 months, no risks can be taken when it comes to remote working and advanced cybersecurity functionality.
So, what are the challenges then?
Ah yes, the challenges. Nothing’s ever easy, is it?
Hybrid working is an enticing prospect for employees, regardless of sector or industry, but businesses will need to overcome potential barriers. These include:
- Agent engagement and isolation: Unmotivated and less-than-enthusiastic agents will pack their bags if they lack consistent engagement with their peers. Leaders must try to keep their agents connected and motivated to create a more stable, productive working environment.
- Technological adoption: Businesses must build a strong, reliable technological infrastructure to support remote working, which can be a seemingly laborious venture for some businesses. Associated costs and overhauling legacy technology may stop contact centres from shifting their agents to a remote environment.
- Productivity: Being at home can be distracting enough, and without direct supervision, agents may start to see their efficiency begin to slip. When shifting to remote working, it’s integral for businesses to invest in real-time monitoring tools and performance metrics to make sure their agents are meeting those expected standards.
We’ve already seen how having the right kind of tools and solutions can support that shift to remote and hybrid working models, but the perceived obstacles can stall that transition.
The hybrid horizon
Contact centres will continue to adapt to the ever-changing technological landscape. As time goes by, agents will be equipped with new and exciting innovations that make their working live easier, regardless of their location. 67% of contact centre leaders, for example, have already cited AI as their top priority when it comes to IT expenditure over the next 2 years.
In 2020, the world was most certainly rocked when we were all sent home to work and operate outside of the traditional office space. 5 years on, and remote working is still a feasible, popular option when it comes to our daily working routines. For contact centre agents, that added flexibility and greater control over their work-life balance are key factors in that sustained popularity.
Cost efficiency, business continuity and sustainability complete that strong list of benefits when it comes to these alternative working models. As technology becomes more advanced, remote and hybrid agents will be able to maintain productivity and keep hitting their targets. Market-leading contact centre solutions from providers like Gamma are essential for businesses and their remote ambitions.
Again, there has been quite a shift when it comes to contact centres and remote working; Gamma is here to maintain that momentum.