When asked the question “what is the most effective way to cut the cost of customer support?” the clear answer is “the work-at-home model – it can offer a whole host of benefits for a support business, regardless of size.”

As well as increasing flexibility and versatility, the use of home-based customer support agents can also offer a significant cost reduction to organisations.

How can a work-at-home model help to cut the cost of customer support?

Respond to daily demand with the work-at-home customer support model

Many companies have peaks through the day. Because people need to commute to a centre, this can leave in-centre customer support agents poorly occupied for periods of their shift.

Home-based customer support agents are typically more flexible, being able to take on shorter or split shifts because no travel is involved, and many favour part-time hours as well as weekends. A work-at-home model also gives the opportunity to cover unpopular shifts, for example, out of office hours, evening work or night shifts.

Work-at-home customer support models deliver significantly greater levels of flexibility, enabling companies to match staffing levels with demand, and this in turn helps to reduce absenteeism and attrition.

Cut the cost of customer support caused by the demands of seasonality

The majority of businesses have a degree of customer service seasonality resulting in significant peaks in service demand, which can require scaling of customer support operations that can sometimes be a challenge for an in-centre model.

The effort required to hire, train and manage additional staff for a relatively short period can be significant. Adopting a work-at-home customer support model allows companies to accommodate seasonal changes in demand, through increased hours for the core part-time team. Plus, if recruitment of temporary staff is required, work-at-home opens the market to a wider pool of talent.

More effective use of facilities and business resources

The larger the in-centre customer support team, the higher the need for space, desks, equipment, and facilities. By using a work-at-home model it is possible to considerably cut the cost of customer support. The need for these resources reduces or changes, which decreasing many related costs to the business. What’s more, where a company requires a larger workforce at certain times of the week, month, or year, equipment and space will not be left sitting empty for much of the time.

Use work-at-home customer support to eliminate geographical restrictions

In addition to lower costs and improved customer service, the work-at-home model also addresses geographical barriers commonly associated with in-centre customer support operations.

This means, for example, if speakers of a specific language are needed but not found within commuting distance, relocating staff to the centre isn’t necessary. Further, if specific skills are not found near to a centre, the centre does not need to relocate to where the skills are found.

When asked the question “what is the most effective way to cut the cost of customer support?” the clear answer is “the work-at-home model – it can offer a whole host of benefits for a support business, regardless of size.”

Work-at-home agents can help businesses to cut the cost of customer support, with savings right across the board, from facilities through to the team size. Training, for example, is delivered in a virtual environment, this means there are no physical limitations on training classrooms and depending on the type of training and trainers available, multiple virtual classes can run simultaneously.

Delivering training virtually to a group of customer support agents also helps to build team collaboration and relationships.

To find out if a work-at-home service model can help your business cut the cost of customer support, or to discuss your specific requirements, please do get in touch.

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