Having a remote workforce is a game changer in the world of CX, and with major global events like the COVID-19 pandemic, many companies are taking the initiative to look into implementing a remote workforce. With the right tools and technologies, a remote workforce can be just as effective, if not, more effective than a traditional, on-site workforce. On top of that, having a virtual call center provides special capabilities and privileges that a traditional workforce doesn’t have access to. In this blog, we take a look at the benefits of having remote workforce capabilities.
Vast Flexibility and Business Continuity
A virtual workforce provides a new level of flexibility that a traditional, on-site workforce cannot match. Allowing agents to work from home provides agents flexible hours and gives them a greater range of hours to be online. A remote workforce also provides vast scalability in the location of the agents and the number of agents. More remote agents can be hired at a moment’s notice to meet heightened call volume, and these agents can be recruited from anywhere around the globe.
The recent COVID-19 pandemic has shown how valuable the flexibility of virtual workforces are, since many businesses switched to work-from-home setups to meet the CDC and government guidelines for social distancing. Businesses with the ability to shift to a virtual workforce were able to maintain business continuity. Some businesses were even receiving heightened call volume from customers and clients, which was mitigated by the scalability of a virtual workforce through expanded hiring.
Global Talent for True 24/7 Support
A remote workforce can include agents from anywhere in the world. Having the right platform means your agents can come from any continent, and still have a stable connection and perfect voice quality. For example, Bright Pattern’s virtual contact center software maintains several local points of presence and a large portfolio of telecom providers to ensure that callers are connected directly to agents. Bright Pattern’s ACD software also routes callers to the optimal agents, meaning agents who are nearest to the callers are prioritized.
Having a global network of agents can ensure true 24/7 support, since agents can be based in multiple time zones that span the globe. Even if it is late at night in one continent, customers can still be serviced by an agent in another continent, creating a true 24/7 support experience while maintaining high voice and interaction quality.
While some may think otherwise, agents working from home can actually boost productivity and lead to a happier workforce. A remote workforce eliminates long daily commutes and can lead to a healthier work-life balance for many agents. As shown in many studies, a workforce is actually more productive when working from home. In one study, a remote workforce took shorter breaks, had fewer sick days, and took less time off.
Aside from more productive agents, the costs for many companies are also much lower when employing remote workers. In the same study, the company saved almost $2,000 per employee on rent due to the reduction of the amount of HQ office space needed. Companies also save money on employee office amenities and utilities that power the office spaces.
A virtual workforce can not only boost productivity, but also save money for companies.
Quality Across the Globe
With modern technology, ensuring quality across 100% of all interactions on all channels is easier than ever. With Bright Pattern’s Omni QM technology, companies can utilize best-of-breed AI and omnichannel capabilities to monitor 100% of interactions on all digital channels. This data is presented in an easy-to-understand format that can be used by call center managers and admin to ensure proper training and high quality interactions.
Even with a global remote workforce, Omni QM can monitor interactions in real-time and rate the interactions based on customer sentiment and text analysis. If an interaction goes negative, a retention specialist can take over the call in real-time and the data will be stored for agent retraining. Omni QM ensures quality across the globe on every interaction.