ContactBabel Report

The UK Contact Centre Decision-Makers’ Guide 2024 (21st edition)

The Remote & Hybrid Working Chapter

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Up until very recently, the majority of UK contact centres worked as a traditional, centralised model, with fewer than 4% of agents working remotely at home.

Faced with the challenges of continuing to run contact centres in an environment decimated by coronavirus, many businesses urgently implemented business continuity plans which usually involved remote working.

Apart from this, homeworking / remote working promises contact centres significant benefits, including:

the environmental benefits of working at home, reducing carbon emissions and decreasing congestion on the roads
achieving cost reductions without having to use offshore contact centres through targeted working hours and reduced office space rent
increased flexibility in working hours means rapid response to call spikes and reduced idle time
increasing costs of recruiting and retaining staff allow agents outside the commutable distance to be employed at times that suit them and the business.

This chapter from “The UK Contact Centre Decision Maker’s Guide” looks in depth at the technology and working practices required to operate a successful remote working operation.

Download your copy to find out more.