Could the increasing capabilities of broadband technology and hosted software solutions, combined with home based working models, potentially remove the traditional contact centre issues?
* Physical buildings are not required, reducing initial investment and running costs
* Productivity is improved through the natural efficiencies of home based working
* The sourcing pool for staff has no geographic boundaries, enabling cherry picking of the best quality staff available whatever the location
* This also enables us to access a previously untapped skilled workforce who, for whatever reason, are home based. The disabled and the retired for example
* Staff turnover is decreased because their job satisfaction is increased and they have no commute
* There are no cultural barriers
* There is total flexibility to bring staff on and off line as when required
* There is no commute optimizing work time, employee performance whilst reducing negative environmental impact
* Staff are managed centrally but have in depth knowledge of their area of responsibility. Ideal for projects requiring local knowledge.
All these factors contribute to a happier members of staff which by definition creates happier customers and brand loyalty. After the nightmare that was off-shoring, perhaps companies have realised the benefits of keeping everyone in their service mix happy? Lets hope so!
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