BPOs Using Remote Call Centre Employees

With the advent of modern contact centre technology, it's now possible for contact centre agents to work from home using exactly the same tools as those working in a contact centre environment. 

While contact centres have been using remote call centre employees for years, the COVID pandemic quickly made it a necessity.

Many contact centres were forced to close their physical contact centres, so if they were not set up to enable remote employees, your phone calls simply didn't get answered.

In 2024, the Australian Contact Centre Best Practice report revealed that 55% of contact centre agents work from home, and the ability to work from home is a high priority for many call centre employees.

Specifically for BPOs, some do not allow employees to work from home, while others use a 100% remote workforce.

There's plenty in the middle, and each has various pros and cons.

For BPOs using remote Call Centre employees, it can result in lower turnover/attrition and a number of other benefits, which, in turn, can mean cheaper costs for you. 

Benefits of Outsourcers/BPOs Using Remote Employees

When companies engage a call centre outsourcer to answer their calls, it can be easy to forget where their employees are based as long as the calls get answered. 

However, when call centre outsourcers use work-from-home / remote call centre employees, it can provide a number of benefits to you, including: 

1. Scalability & Flexibility

Because there is no commute time, BPOs can quickly scale up their workforce when you need them.

This makes it perfect for situations when call traffic is larger than expected due to unforeseen circumstances.

Send a message out to your at-home workforce and within minutes you'll have more resources on the phone ready to go!

2. Reduced Costs 

There are no large overheads associated with the costs of providing a work facility, maintenance, etc., which results in lower costs for you when using an at-home workforce. 

3. Increased Productivity

Studies have shown that contact centre agents who work from home are more productive and have less turnover than those expected to commute to work each day.

This can directly relate to lower costs for you. 

4. Redundancy

Whilst you would hope we never get locked up again, unfortunately, there is always the possibility.

Having either some or all of the contact centre outsourcers workforce working remotely will ensure the phones still get answered if the worst does happen and physical access to the BPOs main contact centre(s) is closed. 

Search BPOs Using Remote Call Centre Employees

To view Call Centre Outsourcers and BPOs using remote call centre employees, select the location below. 

If you'd like to be able to have your call centre employees seamlessly work from home, search remote call centre employee technology >