Work from home benefits is always a curious discussion, with debaters arguing both the pros and cons of having work at home agents employed with a company’s contact center.
And while there are solid cases for both sides, allowing agents to work remotely from their homes has many positive business outcomes, including the ability to attract better talent.
The Benefits of Work at Home Programs
In a nine-month study done by Stanford professor Nicholas Bloom and graduate student James Liang, the two set out to test what the impact work from home agents would have on a business. What the two found was compelling evidence in favor of letting contact center agents work remotely from their homes.
The findings included:
- Improved Retention: Work from home agents were 50% more likely to remain committed to a position, likely due to having the comfort and convenience of working from their own homes.
- Increased Output: Agents who had the ability to take their contact center calls from home had an increase in the amount of calls handled. The study showed a 13.5% spike in the amount of calls these work at home agents managed over their in-office counterparts, likely because there are less distractions at home than in the office.
- Morale Boost: When work at home agents were surveyed about their jobs, many of the agents noted how much happier they were to be able to work remotely. It was also noted that these employees “took fewer sick days, thanks to not having to commute,” and had “the ability to start earlier in the day.”
These findings demonstrated benefits for both employees and companies alike. With improved performances and happier candidates, the study also found that allowing agents to work from home also helps attract better talent, which is of course crucial to contact center hiring. By using work at home opportunities as a recruiting tool, companies can appeal to more talent and recruit better candidates who are looking for these types of benefits from their employers.
Contact us today to learn how you can start planning for remote call center workers, or learn more tips on home agent hiring in the whitepaper below:
Topics: Contact Center Hiring