Putting America Back to Work

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Sulemana Braimah
Published Jun 9 , 2009

SOURCE: www.suite101.com

Virtual call centers are increasing in popularity and are fast replacing conventional on-site customer care centers. The increasing patronage of remote call centers, partly attributed to technological advancement according to Merci Alboher in her September 11, 2008, New York Times article titled: “Talking about working from Home,” has resulted in the creation of several home-based job opportunities in the call center industry.

In the face of increasing unemployment and job losses resulting from a global credit crunch, the benefits of working from home as a virtual call center agent cannot be overemphasized. The following are some the main advantages of working as a home-based call center agent.

As home-based workers, virtual call center agents enjoy the benefit of a convenient commute without having to own a car for daily transportation to and from work and therefore save on expenses on gas or bus tickets. In an article headlined: “Employment Opportunities at home,” published by StateUniversity.com, a career information website, Sandy Dutkowsky noted, “Telecommuters also do not have to spend as much money as commuters on parking fees and buying work clothes.” Telecommuting agents also save money by preparing their own lunch at home instead of having to buy lunch in restaurants at relatively expensive rates.

A home-based work environment affords remote call center agents a serene working environment devoid of much stress. Working from home also guarantees fewer distractions. Virtual customer care agents who work from the comfort of their homes can additionally arrange for a more flexible working schedule. Working without the physical presence of supervisors also reduces the stress and tension that one would normally have to endure in standard office work. Home-based virtual call center agents do not have to worry about rush-hour traffic giving them the benefit of starting a new working day fresh and focused.

Being free from office distractions and free from commuting pressures, a virtual call center agent becomes effective in multi-tasking which requires processing information and managing several tasks simultaneously resulting in high productivity, self-motivation and personal satisfaction. Susan Campbell, contributing editor of Marketing technology marketing giant giant, TMCnet, wrote in her piece: “Multi-Tasking Ability Essential for Contact Center Agents” that multi-tasking is directly related to a call center’s performance because, “it directly influences first call resolution, sales performance and call control metrics.”

Working from home also gives an agent the benefit of combining work with other domestic activities such as caring for a baby, preparing meals and other essential family tasks that one cannot combine with work when working from an out-of-home corporate office.

Working as a home-based call center agent offers many advantages including saving money on transport, food and office clothes; working under less stressful conditions, having flexible working conditions and schedules, multi-tasking due to less distractions and worries, personal satisfaction from high productivity and ability to combine work with some other domestic chores.