Barriers to contact centre homeworking

2063

Written by Jonty Pearce

In our December 2011 webinar we did a poll of the biggest barriers to contact centre homeworking. 47 people voted.

Three main barriers were managing staff remotely, security and other priorities.

We also asked the audience to provide some more clarification on these barriers.

“We have developed a real 1-2-1 coaching & training culture within out contact centre. How do we continue achieving this with our staff based outside of the office?”
“We deal with customers’ payment details so security is a big deal for us.”
“An additional problem not listed on the barriers is internet connectivity – most home network connections (ADSL) are not capable of supporting a full quality set-up”

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

Connect with Jonty on LinkedIn

Barriers to contact centre homeworking

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