reveals that most contact centre ? but four in five would like the option to ? according to research published by the CCMA (Call Centre buy bulk sms service Man agement Association)? the organisation representing the UK’s largest community of contact centre professionals.
The research also reveals that the main reasons
people want to work in an office are As contact center locations reopen? it will be a for contact center leaders to ensure that those working remotely and those working in the office . This comes as no surprise to
“ We’ve listened to our members? and while the shift to homeworking has been incredibly successful? it’s increasingly clear that colleagues are missing the camaraderie the main means of operational marketing and support they were accustomed to when they were in the office ?” he said. “ Remote working is undoubtedly here to stay? but the vast majority of those we interviewed? including those who would prefer to be primarily in the office? want to retain the option of working remotely from time to time? and many expect to have a say in it .”
CCMA Research Director Stephen Yap conducted the research and said:
“ In addition to working from home or an office? we also explored the option of working in third-party spaces. The results were incredibly interesting? with strong demand among consultants to work from co -working spaces – which can be challenging with voice calls? but could potentially be feasible when working on the text-based channels that many consultants already manage. ”
With now and three-quarters of consultants expecting to have some say in where they work? some colleagues are eager to provide their own equipment for home and mobile use? bringing the ” bring-your-own-device ” debate back to the forefront. The research revealed that colleagues’ satisfaction is lowest with headsets? landline phones? desks? chairs? and broadband.
“ These findings are typical of the new employee empowerment? with 76% expecting to have a say in where they work ?” says ? Senior Marketing Manager . “ With work-from-home proven to work? employees are spam data not limited to geographically local jobs and can change roles within an organization that better matches their goals and aspirations. Employees are more involved in decisions about the equipment they use? and more engaged in choosing where they work. As global economies recover? organizations will need to do more to retain their key personnel who build exceptional customer experiences. Now is the time to listen to the voice of the advisor .”