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| Remote Call Center Jobs |
#1 Problems with IT
A study by 1E Tachyon found over a third of employees experience more IT issues while working at home. Not being able to work effectively due to tech issues is frustrating for agents and burdens IT staff.
Legacy software is a big problem. While many newer solutions are optimized for remote work, older solutions may not be.
#2 Unsuitable Equipment
It’s easy to assume that WFH agents can just switch on their laptops and start working.
But that isn’t always the case. They may lack the specialized equipment necessary to perform well.
Slow home computers, a lack of VoIP phone lines, and intermittent internet connections all cause issues.
#3 Lost Personal Connections
People rely on the office to form connections with others. Working remotely sees these relationships vanish – which can be problematic.
A remote work survey by social media tool Buffer found that loneliness was the joint-second biggest problem faced by remote workers last year.
It’s not a challenge unique to contact centers, but managers should take steps to help.
#4 Lack of Access to Information
Call center agents can quickly ask team members for assistance when issues occur in the office.
But this is much harder to do when your call center is virtual. While experienced team members may get by, new hires are more likely to need a helping hand.
#5 Lack of Daily Structure
Going to an office every day provides structure to our lives. Losing this means it is easy for work and personal life to blend into one. This is a significant challenge for some employees.
#6 Insufficient Feedback
It’s easy to give feedback when agents work in the office. You have clear visibility into how they are performing and can easily offer face-to-face pointers.
But this isn’t always the case when you go remote. There are typically two main problems:
You lack visibility into how agents are performing.
It is harder to pass the information you have to agents.
#7 Uneven Relationships
Contact centers that allow remote work often operate with a mixed model. This allows some employees to stay at home, while others work from the office.
This model seems like a perfect solution on the surface: it gives people flexibility over how they work. But it does have its problems.
A Harvard Business Review study found that remote employees were often worried about being left behind.
They are more likely to agree with statements like “Colleagues don’t fight for my priorities” or “Colleagues say bad things behind my back.”
#8 Distractions at Home
Distractions at home are a huge challenge for agents who lack a dedicated workspace.
There’s no single fix as agents face different distractions. Parents struggling with the needs of a child face different problems to agents bothered by noisy roommates.
#9 Security Problems
Security is our final work-from-home challenge. It is especially pressing if your contact center deals with sensitive customer data.
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