A New Opportunity for the Call Center Industry



Working from Home Is the Ideal Solution to Keep Employees Safe and Healthy

By Peter Lyle DeHaan, PhD

We never know what the future will hold, but we do know that what lies ahead will most assuredly be quite different from what last year held. As you grapple with staffing issues for your call center among the new reality of social distancing and face masks, an option emerges as the ideal solution: remote staffing—specifically working from home.

This is not a new idea; it’s been bouncing around for a couple of decades. Some call centers have been open for some time to hiring agents who work from their homes. A few other operations have embraced it fully as their business model. Yet until recently, employing homebound call center agents has not gained widespread traction.

This is now changing, and at an accelerated pace. Remote employees who work from the safety of their homes will arise as the backbone of our new economy. And call centers stand ready to lead the charge.

Keeping phone agents safe and working from their homes will allow the industry to hire and keep the workforce it needs to meet with this demand. Click To Tweet

Safe Work

From a health perspective, the best place to work, the safest place to be, is in our own homes isolated from other people. If we never come into physical contact with someone carrying the virus, we’ll never catch it. The advice to “stay home and stay safe” may remain with us forever, not disappearing as a once-chanted mantra. Though it may wane for a while, it is just as likely to return, never to go away again.

Though it will be a while—years, I suspect—before we know the truth of what we can do and shouldn’t do, the best advice now is to minimize risk and work from home. Remote call center jobs are ideally suited to accomplish this prudent approach.

Stable Work

In the past months, many employees have suffered through various workplace mandates, complex rules, and ever-altering expectations. They underwent layoffs. They saw their hours cut. And they endured uncertainty, criticism, and a new level of customer frustration, which they had to shoulder unfairly. This has all occurred through no fault of their own.

Everyone I know has had their work somehow affected, be it from annoying—and sometimes nonsensical—requirements to months-long layoffs. My work, however, has continued without interruption and without alteration—because I work from home. Though events outside my control have affected those I interact with, my ability to complete needed tasks has continued without hesitation. Though once viewed as an anomaly, my practice of working from home now produces admiration. At last the uncommitted see the value of working out of a home office.

A New Way to Attract Employees

As you seek to attract and hire call center workers, the ability to work from home now carries a benefit that you can tout as a reason for them to consider working for you and not another company where they may find their health and job security at risk.

Home-based call center work is now a smart job move. It is a safe way to work and a stable way to earn a living. Many other jobs, especially those that require in-person interaction with others, can’t provide these sought-after assurances. But now you can offer these benefits to a working populace who seeks to earn a living in a safe and secure environment. Call center work perfectly fits these requirements.

As our economy moves forward, we’ll undoubtedly see increased demand for call centers to do more work in a social-distanced, mask-wearing reality. And the ability to keep phone agents safe and working from their homes will allow the industry to hire and keep the workforce it needs to meet with this demand.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine. He’s a passionate wordsmith whose goal is to change the world one word at a time.