Remote Call Centre Technology
Activate your at-home call centre workforce!
Whilst there have always been some benefits to using a remote workforce in your call centre, COVID-19 accelerated the practice, making it now a core offering for many call centres.
As of 2024, 55% of the contact centre workforce now work remotely; however, the figure is in its third year of decline, peaking at 76% in 2022 and 57% in 2023.
So while there is some push/pull between the right onsite versus remote balance for many contact centres, it's certainly a key requirement for employees.
65% of contact centre agents stated that where they work is the most important thing that matters to them, so in a competitive recruitment market, offering this flexibility can aid in acquiring and training frontline employees.
The suppliers below provide at-home remote call centre agent technology (aka remote agent, home agent, work-from-home technology) that can help you quickly mobilise an at-home workforce.
Remote agent technology is typically based 'in the cloud,' which enables call centre agents to log into your call centre queues.
All they need is an internet connection (or even a mobile phone) to start taking calls.
Of course, there are probably other systems they will need access to (your internal CRM systems, Knowledge Tools, etc.), which would also require a PC.
The good news is that an at-home call centre agent using remote call centre technology essentially has exactly the same access to all the features as a captive/in-house call centre agent, including call hold, call and screen recording, and even support from a Team Leader using whisper technology.
Benefits of Using a Remote Call Centre Workforce
If you haven't considered using an at-home call centre workforce previously, there are numerous benefits, including:
- Increased Flexibility - It's much easier to scale your business with home agents able to log in and out on demand.
- Cost Savings - Reduced IT costs, maintenance fees and, of course, a reduction in expensive office space.
- Improved productivity - A Stamford University study revealed that call centre employees who work from home were on average, 13% more productive.
- Improved customer experience - It's much easier to offer longer opening hours making it easier for customers to contact you or to quickly access more staff during peak periods to reduce customer wait times.
- Higher staff engagement - Employees who work from home are generally more engaged with higher retention rates/less turnover. And happy agents results in a better customer experience and less recruitment and training costs so everyone wins!
How to Select a Remote Call Centre Technology Partner
There are now plenty of options available to empower your call centre's work-from-home workforce, with most cloud contact centre platforms offering remote call centre technology.
In Australia, there are literally hundreds of vendors to choose from, so it's important to know the right one to partner with for your business.
The best advice we can give you is to do your research.
Read our Contact Centre Technology Guide, contact the suppliers and ask to see real-life demonstrations, talk to existing customers and ask for references.
Make sure you are clear on your requirements. It's important to know what you need and don't need.
If you'd like some help, try the free Contact Centre Technology Wizard. It will help you define your requirements to enable informed conversations with potential partners.
We can also provide you with a recommended supplier shortlist to save you time, stress, money, and risk.
Search Remote Call Centre Technology Vendors for Australia
Contact the call centre technology vendors below or use the search filters to find vendors with other contact centre solutions.
