Delivering the very best level of customer service to your customers means having the right staff available at the right times and ensuring that you’ve got the capacity to accommodate their requirements when they need you most.
However, as anyone working in a contact centre environment will know, the demand for customer service isn’t always consistent, with customer contact levels rising and falling throughout the day and at various points during the week. It’s certainly not a 9 to 5 industry!
For example, during the week, calls might typically increase between the hours of 12 noon and 2pm when people take their lunch break at work. Demand also rises between 6pm and 8pm when the majority of people get home from work.
Of course, it’s not just intra-day peaks that affect demand. Intra-week fluctuations happen, with significant patterns occurring on particular days of the week. Mondays, for example, can be particularly busy, with customers calling to address issues that occurred over the weekend, even when customer service is available 7 days a week. Then there are higher volumes around events such as product releases and updates, all of which need to be covered.
In response to this, many companies require extra staff to cover the hours when demand is typically higher than the rest of the day or week.
Home-based support agents allow companies to meet increases in demand effectively and efficiently, delivering huge benefits to the business and its customers.
Rather than looking for predominantly Monday to Friday, 9 – 5 hours, many work-at-home agents are open to varying hours, allowing them to fit their work around their other commitments and their lifestyle.
This provides flexibility in working pattern options and enables companies to cover night shifts, afternoons and weekends more easily, as well as ramping up supply during high-demand periods of the day.
Taking a more dynamic approach to shifts, calling upon home-based agents can help the workforce planning team to seamlessly cover breaks and shifts, without impacting upon availability or customer service quality.
And this model of working doesn’t just appeal to businesses. For candidates, it allows them to work hours that suit them, fitting around existing commitments and with the convenience of working from their own home.
Through this, brands enjoy a broader access to talent, engaging quality people who bring with them a huge amount of life and work experience and, importantly, offer great flexibility.
To find out more about how work-at-home support agents can help enhance scheduling efficiency within your company, get in touch.