The decades-long debate comparing work-at-home vs. on-premise call center agents is a front-and-center topic today. Our industry is nearly six months into the workplace changes brought on by the coronavirus, and we are still adjusting to the current state of things. Many companies managed the sudden shift to work-at-home with few difficulties, while others are still struggling to overcome challenges, particularly with staffing, training, agent engagement, collaboration and attrition.
So, what does the future hold for call center operations? With Q4 and 2021 approaching fast, we must ask ourselves:
- Has pandemic fatigue has set in?
- How much longer can we use “because of COVID” as an excuse for poor service?
- What are the impacts on US domestic call centers vs. offshore and nearshore operations?
- Are call center workers missing the social interaction of on-premise sites?
- Are staffing and performance challenges manifesting or improving?
- Is there an uptick in applicants seeking transient jobs vs. a career path?
- What will the on-premise and work-at-home hybrid ratio be moving forward?
Company leaders are reconsidering the work-at-home vs. on-premise debate with new questions and concerns as they contemplate how to retain customers and employees while navigating the stormy months to come — and beyond.
Benefits and Challenges of Work-at-Home vs. On-Premise Call Center Models
Even before COVID-19 swept through the US and the world, work at home or virtual centers was already on the rise. Yet the reality of the daily isolation from co-workers, lack of support staff, and feeling disconnected from a team-based culture are concerns, especially for more extroverted call center agents.
Long-standing work-at-home operations have had years of experience in developing a success formula. Most have well-developed technology, processes, policies, and staffing models that drive the right outcomes. Naturally, these success factors were developed over time, and pre-COVID work-at-home operations are reaping the benefits as a result.
However, COVID-19 forced many companies to fast-track and put in a stopgap solution. Given the evolving crisis, and the reality of a once seemingly temporary situation becoming a “new standard,” call center leaders are considering what the ideal future operation should look like.
There is no one-size-fits-all approach to either model, and each brings unique benefits and challenges. The table below lists some of the most common:
Work-at-Home Call Center Model |
On-Premise Call Center Model |
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BENEFITS |
CHALLENGES |
BENEFITS |
CHALLENGES |
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