Pandemic COVID-19 changed many things in the business including customer service that previously office-centric now Customer Service Changing to Remote Working Style. While customer service continuity is important in normal conditions, it is considerably more important during the pandemic due to the dramatic increase in consumer expectations.
Many firms discovered benefits when Customer Service Changing to Remote Working Style. Including flexible company operations, fewer absenteeism, and greater productivity, after overcoming objections about the idea of working from home in the customer service industry.
When Customer Service Changing to Remote Working Style, the impact of shifting go beyond the short-term benefits of business continuity and keeping agents safe from COVID-19. As in the customer service industry, there are also long-term considerations.
That includes things like providing reps with equipment they may use at home and scheduling personnel so that consumers have access to assistance 24 hours a day, seven days a week, as well as balancing work and family life.
Despite the obstacles, remote working has increased the speed of digital customer service transformation, boosting chances for employees to work from home, and it will become a permanent fixture in future call centres.
Benefit of Customer Service Changing to Remote Working Style
1. Time Savings
Companies and employees alike are able to save money and time. According to a research published in the Quarterly Journal of Economics, employees save money on commute costs, and remote customer support teams can handle 13 percent more requests each day.
2. Business Flexibility
A company’s flexibility can be increased by using remote teams. Customer service outsourcers’ representatives might adjust their schedules to help clients depending on demand surges and where there is a demand. On Monday mornings, for example, there may be a larger demand for representatives to be available, and call volumes on Wednesday after lunch may be at their peak for the day.
Working from home, whether for an outsourcer or in-house customer service, allows representatives to be “on call” in the comfort of their own home rather than “always on” at the office, allowing for a better work-life balance.
3. More Recruiting Options
Many job seekers value flexibility as a perk, with more than 40% of millennials stating that the ability to work from anywhere is a top consideration when considering career options.
Companies also can hire talents from foreign country by using the freelancing platform such as Flexgigzz. Therefore, it is easier for company to hire bilingual customer service.
4. Increase Employee Retention
The retention rate for remote representatives is 80 percent, compared to 24 percent for those who work on-site, in part because virtual representatives have more control over their schedules and can construct schedules that are tailored to their availability.
When a company see higher retention rates, it usually implies they’re reducing absenteeism and increasing employee satisfaction, and remote work is a big part of that.
5. Improving Customer Loyalty
Happy employees are the best sales for your business. More significantly, when salespeople are happy with their jobs, they are more likely to give exceptional customer service.
Customer service’s purpose is to guarantee that consumers are happy with their experience, which leads to increased loyalty. If Customer Service Changing to Remote Working Style and makes the staffs happy then
then the happiness will be transmitted to the customer.
From a commercial standpoint, employees who are engaged and happy with their work are more productive, which can help them manage the current surge in call volumes in customer service departments.
How Customer Service Changing to Remote Working Model
Remote work has increased the adoption of technology that allows employees to execute their tasks more efficiently and effectively while also improving employee morale. So, what we will see over the next few months and year is that the customer service will be more technological savvy.
Many businesses are increasingly aware that work productivity technologies like Zoom and Slack help to bridge the gap between distant employees and increase the interaction between employees and managers, which is an important component of employee engagement and productivity.
Automation tools and dashboards such as Automated chatbots as well as other technology that assist representatives in their responsibilities, are and will continue to be essential for keeping up with client needs and assisting staff in their work. Besides that with the freelance remote work platform such as flexgigzz.com companies can hire many talents from many countries easily.
Companies can assist guarantee operations are seamless while addressing factors such as how to train staff online and guarantee the flow of information is secure by looking ahead to how remote work will effect the future of customer service.
Flexgigzz is the Asia leading marketplace for freelancer service and together with SOHO Learning Hub which is an online platform for short courses and both of them aims to be the number one provider in Asia. For growth industries such as E-Sport Authority which is dedicated to providing independent media coverage to all E-Sport News related from around the world and for the art world, there is Atelier Auction which is an investable art auctioneer and being in the art scene for decades