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What Are Remote Contact Center Agents?

Published on Mar 17, 2020 at 10:27 am in Customer Experience

Remote contact center agents, agents working from home, at-home agents: there is an array of terms to refer to agents that are not physically working at the contact center premises, but rather do it from their own home.

Remote contact center agents have been slowly increasing in the contact center industry. The right tools and technology make it easy, safe, and cost effective for contact centers to support at-home agents.

This is valid for any kind of business. Large companies have more customers, more questions, more complaints; small companies can easily feel swamped with customer requests and struggle to provide the best service because we all know the importance of keeping our customers happy!

This concept of agents working from home takes a whole new level of importance in current times where the world is fighting COVID 19 Coronavirus.

We´re all being asked to stay home, but the truth is that we all have needs as we try to keep our lives as normal as possible.  And for sure, when all of this is just a bad memory, we will remember the excellent service that we got from company X or Z. The opposite is also true!

In contingency and emergency situations, such as the one we´re currently living, companies must protect their employees and still wow their customers with the best service? But how?

How to cope with the increased demand in contact centers?

Agents need training to provide a good customer service, right? Right! That´s why Altitude Software is offering the courses for FREE!


Benefits of remote contact center agents


Protect contact center agents

After the WHO considered this a pandemic, a lot of governments are shutting down their countries. Many companies have been proactive and already sent their agents to work from home, ensuring that they stay healthy. This fact obviously ensures that they´re still able to provide uninterrupted service to customers.


Increase flexibility

At-home agents allow to quickly scale up and down operations according to the dynamic needs of each business. Supporting remote working gives contact centers the flexibility to schedule staff as needed because agents just need to sit at their workspace, in their home, and log in to their computer.


Improve loyalty and reduce turnover rates

Emergency situations, problems in the commute to and from work, these are just a couple of examples of situations that may prevent agents from being punctual or showing up to work at all. According to this report:

  • Remote workers say they´re likely to stay in their current job for the next 5 years, 13% more than onsite workers.
  • Remote workers say they´re happy in their jobs, 29% more than onsite workers.

Giving contact center agents the flexibility to choose where they work is certainly a high contributor for the quality of work they provide. Look at remote work as a way of achieving happy and loyal agents for the contact center while ensuring the best customer service.


Reduce costs

Office space is expensive. At-home agents enables cutting off some of those costs for both big and small contact centers. Large contact centers are mostly based out of big cities where rental prices are almost prohibitive, if at least half of the agents are working from home they represent a significant cost reduction in the rental space alone.


Reduce footprint

At-home agents are not only a wise decision in terms of reducing business costs and improving agent retention, but also the greenest choice too. Eliminate the need to commute, keep an office space, or purchase hardware. Eliminating all of these are a great benefit to both your business and mother earth!


As we can see, there are plenty of reasons why contact centers should support agents working from home. This is even more important in times of pandemic.

There are no barriers to using the customer service to stand out from competition and protect your agents.

How do you do that?


Remote work

Celia Cerdeira

Celia Cerdeira

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