2021 Call Center Trends: Are Remote (Work from Home) Setups the Future?

Our world is still healing from the devastation of the COVID-19 pandemic. Fortunately, in the wake of the year 2021, there’s greater hope for a vaccine. While we expect life to track back towards normalcy, what we refer to as normal is already changing. 

Several companies and multinational businesses are now adopting remote working as a new employee model. And with big names like Twitter joining the WFH train, we may be set for a world where working from home becomes the norm.

In all these adaptations, call centers and customer service providers will not be having it any differently. At F.H. Cann and Associates, we believe that workplace setups will move to remote environments in 2021 and beyond.

What trends and practices should industry leaders and players follow to keep up to speed with this change? Here are our four tips to adequately prepare organizations for the new normal.

  • Build Remote Structures

Even in the absence of a pandemic, several other events may forestall work in brick-and-mortar structures. From harsh weather to security and transport challenges, working from home presents the most viable alternative. 

Given these possibilities, F.H. Cann and Associates continues to consider developing stable remote structures. Asides from the flexibility this model affords, we also get to enjoy the benefits of operations across widespread geographical locations.

  • Revamp digital approaches

If the switch to remote work will be efficient and viable, much thought should be given to digital transformation. At F.H. Cann & Associates Inc., machine learning, artificially intelligent systems, and cloud computing are fast replacing manual processes.

Working from home shouldn’t reduce response strategy and volume. That’s why digital technology can work to deliver quick and accurate results. This way, call center agencies will cut costs while gaining customer satisfaction and worker productivity.

  • Upgrade security measures

For management and staff at F.H. Cann & Associates Inc., remote work requires hosting our firm’s activities through cloud computing technologies and dummy workstations devices. Security breaches are not uncommon in these circumstances. As such, a full-scale switch to remote work will require a revamp of our agency’s cybersecurity policies.  

We advise call centers to consider trusted methods such as virtual private networks (VPNs) and multi-factor authentication techniques. Video monitoring measures and software firewalls will effectively protect access to databases and systems.

  • Develop training programs for employees

Making a switch from onsite call center response to remote work without adequate preparation is a suicidal attempt. We value our call center agents at F. H. Cann & Associates. The staff is indispensable to our quality and efficiency. 

Thus, the need to train them to adapt to changing ideals are more apparent than ever. Setting up practical and scenario-based drills will help employees prepare for technology and virtual communication methods.

The F.H. Cann & Associates call center brand is famous for its innovative approach to solving problems and delivering unrivaled results. We are clearly positioned for 2021. We recognize likely disruptions, and we duly prepare for what comes next. 

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