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Let employees work from home part two
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Pamela Dodrill believes call center employees should work from home
(Continued from Customer Center Initiative: Let employees work from home)
In your opinion, does the idea of remote call centers work for all types of call centers, or just some?
I believe remote call centers work for all types of industries. The devil is in the details (of course), and in some industries security is viewed as a big obstacle. Again, the technology exists to ensure the utmost security – but I find healthcare and banking sectors to be the least open to this idea – although it has been done. One thing that is very important, and many times dismissed, is corporate culture. Companies have to have a strong and healthy culture to make this model work. Then they have to make sure that culture reaches and effects their distributed workforce. So, if there is any “type” of call center this model does not work for, it is the “type” that has an unhealthy micro-managed culture.
What has been your biggest accomplishment or break through thus far?
On a macro level, I think just planting the seeds of these ideas with companies that will make or have made it happen is my biggest accomplishment. On a more micro level, I love the fact that my first client was able to grow her business by 114% as a result of our initial project and focus on the work at home model. Of course, the improvement I see in things such as abandon rates dropping from the 40% range to below 3%, or reducing Outsourcer costs by 20%, etc. have a pretty significant impact on customer loyalty and the financial bottom line. It’s hard to pick just one. My most rewarding accomplishment is the thank yous and smiles on the faces of the agents when I come on site and they tell me about the improvement in their job satisfaction.
Is there anything else you'd like to add?
I’ll use the summary of my whitepaper to close. Considering today’s economic climate and competitive landscape, now is the time to use creative solutions like a work at home contact center to find new economic efficiencies while providing customers with the ultimate experience in excellent support. Successfully implemented work at home call centers are the single best way to differentiate yourself from competitors, improve the quality of your workforce, reduce your carbon footprint and save money at the same time. To read the whitepaper in its entirety, you can download it from this link: http://customerserviceinitiative.com/whitepaper/.
Also See:
The two types of work at home companies
Business email etiquette
Jobs that can be done from home
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