The contact centre, much like many other business environments, has changed permanently in the aftermath of the COVID-19 crisis. Many companies have been closing their physical sites and allowing agents to work more consistently from home. The catalyst supporting this switch to remote agents, is the arrival of CCaaS, or Contact Centre as a Service.
CCaaS was growing as a popular tool long before the pandemic of 2020 arose. It offered companies the opportunity to tap into all of the benefits of the cloud for customer service and engagement. It offered opportunities to reduce costs and improve productivity at the same time. The rise of the pandemic means that today’s organisations need the functionality of CCaaS more than ever.
With Contact Centre solutions delivered through the cloud, organisations can effectively deliver a secure, reliable, and scalable omnichannel operation for the work from home landscape.
How CCaaS Helps Home Agents
Allowing employees to work from home with access to CCaaS technology could be a powerful step forward for many business leaders. Agents and employers across UK contact centres are already seeing the benefits, according to one study, home-based contact centre operations lead to 75% of organisations reporting lower attrition rates. Additionally, 61% reported better productivity.
CCaaS enables the work from home agent by allowing them too access all of the same tools they would use for customer service and engagement in the office, in a cloud, or browser-based environments. All the agent or supervisor needs to remain productive is a device connected to the internet, and the right headset or deskphone for managing calls.