The number of contact centre agents working remotely or from home is set to double over the next two years.
While 18% of contact centres currently employ home-based agents, a survey from Integ Communications has found that this figure will grow to 37% by 2010.
“Having remote and home agents is very clearly enabling companies to enhance their ability to attract quality staff,” said Ian Poole, Integ’s CEO.
This increase will be driven by difficulties in recruiting quality staff. More than 70% of survey respondents said they believe advances in technology that allow remote working will help attract new staff.
The respondents using or planning to use remote workers nominated the following technologies as useful:
- Call screen pops to agent PCs
- Intelligent routing to the most suitable agent
- Virtual private network and secure access
- Call recording for training and assessment
- Coaching and mentoring of agents
However, the survey also found that unified communications is not seen as a priority for contact centres.
“It’s evident both from this survey and in our discussions with our customers that unified communications technologies that enable high levels of collaboration are still considered a ‘nice to have’ in the call centre environment,” Poole said.