Attract and Retain Top Talent by Enabling Remote Working at your Business
Your customer service is only as good as the agents who deliver it. Customer service representatives are the face of your business. Since a service representative is often the first contact customers have with your brand, it’s vital to employ and retain top talent capable of performing at a level that reinforces the image your company is trying to project.
Recruitment can be difficult for a number of reasons, but often, one of the most common barriers is location and willingness to commute. Remote working eradicates this barrier allowing people to work from home, or in the case of larger organisations, an office closer to home that may not contain the department they work for.
Onboard Remote Workers With Ease
With on-premise contact centres it can be extremely complicated to enable work-at-home agents—making it harder to attract skilled representatives who don't wish to relocate or prefer to work off-site.
Granting access to remote workers is often both time consuming and costly with the need to physically extend the technology all the way to an off-premise agents site.
With nothing to install or maintain on individual computers, you can get a remote agent, supervisor or manager set up in a matter of minutes.
Increased Employee Retention
The introduction of remote working increases retention rates by 30% in comparison to agents that are only able to work on-premise. Making it easier for agents to work for you can give your company a much needed boost in any recruitment drives.
Cloud software is also location-agnostic, so features such as routing, call monitoring, and call blending can operate independently of physical sites without complex coding.
The ease with which you can bring remote workers on-board makes it financially and operationally feasible to deploy employees based on their specific skills, not their location. That translates into an infinitely larger talent pool to draw upon, allowing you to assemble the optimal team for your unique needs. Remote agents can also augment those in physical locations, helping you ramp up for seasonal sales or new marketing campaigns and easily span all time zones for 24/7 contact centre coverage.
In short, the cloud gives you far greater flexibility when it comes to agent recruitment and retention—a significant advantage in today’s competitive landscape.
Business Continuity Benefits
Devastating tornadoes, earthquakes, hurricanes, and building fires can temporarily interrupt on-premise
customer service operations—or worse yet, bring them to a complete halt. But remote agents who are geographically dispersed mean you’ll always have representatives outside of the affected area who can stay connected and continue to serve your customers.
Business continuity is a huge consideration for any business when considering the impact of offering remote-working.
Your business is unique. You face unique problems which require unique fixes.
As an integral part of an organisation you need Contact Centre solutions that combine disciplines, streamline services and enable your business to be brilliant.
Wavenet simplifies call centre operations using technologies that seamlessly integrate with existing IT infrastructure, deploying them reliably across multiple locations. From entry level applications, to multi-agent, multi-media cloud-based solutions, we can help.
Whether you have a small contact centre with a few agents or a large, multisite centre in need of multimedia capabilities, Wavenet can provide you with a contact centre solution helping you help streamline business operations and boost customer satisfaction.