Organizations are looking for ways to reduce their environmental impact to improve public relations, reduce costs or simply because it’s the right thing to do. Many call centers are taking advantage of a new generation of analysis tools call center to enable them to integrate home-based seamlessly into their operations agents, and reap the environmental benefits.
environmental Benefits
Carpooling and public transportation can reduce travel emissions displacement, but the trip is cleaner that never happens. Home-based agents are not getting rid of the dangerous greenhouse gases in the air or burning fossil fuels decreased. While this may not save the company money, not to reduce indirect carbon footprint.
There are other more direct environmental benefits, too. Heating and cooling costs are one of the highest costs of any company has. When the centers are reused more agents at home, these organizations can move to smaller facilities that are cheaper to maintain. This not only saves the company money, but reduces the amount of power generated, the amount of fuel burned and the amount of pollution produced.
Coordinating with software
Environmental responsibility sounds great in PR efforts and slogans of the company, but managers are concerned with how these changes will affect operations. How the agents at home affect the efficiency of the department and how customers will be affected by the change? With the latest generation of analytics call centers and other technological tools, convert home agents have little or no negative impact on a call center.
Technology has eliminated the barriers associated with geographic location. Agents operating from home offices function like the traditional centers based agents. They take the same calls, access the same information, and can perform the same tasks. Customers do not realize they’re talking to agents in the home, and administrators are able to communicate with employees and manage at home with the same ease as house workers.
Starting Slow
Does this mean that contact center agents must convert home tomorrow? Probably not. The transition to a home-based model is best done in stages, with some reliable volunteers to take the top of the home office, while the company makes sure company policies and technology, such as analysis of call centers are to this new environment. It gives managers and employees the opportunity to Psychologically transition from a culture based on traditional office to a new work environment more flexible.
Eventually, there will probably always be agents working at home. Some do not have a proper home office, while others prefer to go to an office instead of working from home. Give employees the option tends to improve the morale of the department, as each worker can find the best and most productive choice.
Analysis of call center managers kept informed of the operation of all equipment, whether home based or-at-home, so you can be sure that the department is working at or above expected standards.
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