The work-from-home (WFH) trend that was accelerated due to the pandemic appears to have been made permanent, if not long-lasting. As a result, businesses today are seeking new technologies to keep remote employees safe, engaged and productive. Nowhere is this more important than in contact centers where managers hoping to improve workforce engagement can struggle to balance in-office, remote and hybrid workers. Thankfully, contact center as a service (CCaaS) solutions exist and offer many benefits aligned with the needs of the industry.
Here are five benefits of CCaaS that every UCC solution provider should know:
1. Keep employees safe
—Let’s get this obvious one out of the way. CCaaS solutions allow call center agents to work remotely (i.e., safely) while still giving them access to the information and tools necessary to perform their job functions as if they weren’t working from home.
2. Increase size of the job candidate pool
—A study conducted last year by LinkedIn revealed that 40% of millennials, the largest generation in today’s workforce, say flexibility to work from anywhere is a priority when evaluating job opportunities. By adopting a CCaaS solution, call centers can quickly move into a remote model that makes it easier to retain workers and attract high-quality applicants looking to work from home.
3. Improve flexibility in management
—Having a remote workforce makes it possible for management to shift contact center worker schedules as call volume adjusts, making more remote representatives available during call spikes. WFH employees can essentially be on call from their homes and provide support as needed.
4. Improve workforce engagement
—For many workers, having the ability to interact with coworkers is critical. Whether seeking help from a manager, asking advice from a peer or simply having a social break, there must be ways for remote workers to engage with others. CCaaS solutions make workforce engagement easy by providing online chat and group video calls. In addition, gamification and leaderboards can improve workforce engagement by giving call center employees structure, goals and recognition for success.
5. Improve productivity
—On the employee side, WFH reduces or eliminates commuting costs and gives back precious time. However, a Quarterly Journal of Economics study reveals that remote customer services teams are more productive, getting through 13% more requests every day. Nine percent was from working more minutes per shift (fewer breaks and sick days), while 4% was from more calls per minute (attributed to a quieter and more convenient working environment). Over a year, this can add up to considerable gains on behalf of the call center. In addition, some CCaaS solutions provide coaching tools and other reporting functions that managers can use to help employees improve.
If your contact center customers are seeking ways of improving workforce engagement of an at-home or hybrid workforce, a CCaaS solution might address their needs and then some. For more information on CCaaS solutions, contact Chad Simon, Ingram Micro’s UCC expert.