The classic model of office hours has evaporated from practically all companies and every day more of us realize that being present in the office has nothing to do with productivity and exactly the same thing happens in contact centers. Flexible schedule and teleworking provide many opportunities for improvement, both for the company and its workers. While agents receive a job improvement and feel more motivated, the company continues to produce, while it is easier to meet needs in hours especially loaded with customer interactions.

During this lockdown that we are experiencing, for example, it can be said that, with the increase in online purchases in some sectors, hourly trends have changed. Now there are two prime-times, one at night and one in the morning, so that the contact centers have had to adapt by reinforcing those time slots in order to meet the specific needs at those times.

Thanks to time flexibility and teleworking, agent needs are met and high volumes of interactions are covered, with minimal implementation cost and proven efficiency.

Time flexibility in Spain

Unfortunately we are in the country of the European Union where more hours are worked. Most companies have a defined and face-to-face schedule, although most workers continue to work outside those hours almost daily. Other countries, on the other hand, are betting on flexibility and are getting fabulous results. Some companies even bet on shorter work weeks seeing how their workers achieve equivalent results while facilitating work-life balance and reducing anxiety levels.

Pros of time flexibility

If we talk about implementing such flexible hours and teleworking in a contact center, the advantages are more than tangible:

1. We will have agents more focused on achieving their objectives and they will not spend as much time on other things. They will increase their commitment to work and they will feel more proud of their work and of their company.

2. We will reduce sick leave derived from both stress and muscular problems associated with exhaustion caused by long working hours.

3. We will be helping to reduce travel with the consequent reduction in pollution. Let’s not forget that contact centers are companies that have a huge human capital.

Adapt to new working models

We must banish the idea that flexibilizing and teleworking implies working less. It is simply about allocating time more effectively to achieve goals. To carry out all these changes it will be necessary to rely on mutual trust, individual responsibility and adapt current legislation and, although it will not be easy, having in mind the benefits that it entails for all actors, flexibility and teleworking will end up being imposed. And if not, time to time.

It is important to mention that this flexibility that we demand in the workplace must also be extended to the technological solutions that support the operation of contact centers. A software like EVOLUTION adapts perfectly to your business model and the use that contact center agents make of it without incurring in pointless extra costs. In addition, your agents will be able to telework without losing any capacity as if they were doing it in person from the contact center.

If you have any questions, contact us, we will be happy to assist you.


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