When the worldwide pandemic forced offices around the globe to shut down, companies suddenly had to find a new to connect with and delight their customers. Without face-to-face interactions, and groups of dedicated team members sharing the same office, many business leaders felt lost.
For a while now, companies have been exploring the potential of work from home opportunities for growth. Organisations that offer employees the chance to work from home often benefit from bigger service crews, better efficiency, and lower costs. However, it’s only recently that many business leaders have begun to discover just how useful WFH opportunities can be.
Remote agents have the potential to deliver better experiences to customers too, improving your brand reputation, and paving the way for sales. Here are three ways that WFH agents offer better CX:
You Can Build a Global Workforce
Ever wanted to offer your customers true 24/7 support? With work from home agents, you can. There’s nothing stopping today’s business leaders from hiring professionals to fill “follow the sun” roles in their schedule. This ensures that you have someone available to deal with customer concerns at all times of the day.
The scalability of a cloud-based solution for customer service and support means that there’s no limit to the kind of support you can offer. You also have the freedom to build your business into new countries and locations whenever you choose, just by hiring the right talent in the current area. You can even create a system that automatically finds employees to pick up shifts during times of peak demand.
Better Employee Experience Means Better CX
The experience that your employees have has a direct impact on the meaningful moments you can offer to customers. Countless studies show that work from home and anywhere working strategies improve the productivity, satisfaction, and efficiency of your employees. Indeed, Frost and Sullivan found that the retention rates for home agents is around 80%, compared to only 25% for in-house employees.
Remote working practices support better work-life balance, which leads to happier team members, and those employees are more likely to stick around. Additionally, because your employees are happier in their roles, they’ll also be more willing to deliver everything they can to ensuring the best possible outcomes for customers.
You Don’t Compromise on Talent
Finally, when you have a work-from-home landscape, you can hire team members that are well-suited to your business, without having to compromise based on geographical location. Remote strategies for customer engagement and support allow you to track down the employees you need from all over the world, which is particularly useful if you need to access specific skills.
With a stronger team, you stand an improved chance of delivering better outcomes to your customers, because you know that your staff have the talent required to solve problems fast. You can even give other team members access to specialists to help them improve their customer experience skills too.
Work from home agents are quickly becoming a necessity in an age of digital transformation. The good news for business leaders is that they can deliver incredible results when it comes to customer experience, cost savings, and productivity.
