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26th January 2023
In our ‘What Contact Centres Are Doing Right Now’ 2022 survey report, sponsored by NICE, we asked 294 contact centre professionals ‘On Average, How Often Do Your Home Workers Work From Home?’
| Time Worked From Home | Response % |
|---|---|
| 100% Of Their Time (e.g. Work From Home 5 Days a Week) | 23.1% |
| 80% (e.g. 4 Days a Week at Home, 1 Days in the Office) | 16.3% |
| 60% (e.g. 3 Days a Week at Home, 2 Days in the Office) | 18.7% |
| 40% (e.g. 2 Days a Week at Home, 3 Days in the Office) | 15.7% |
| 20% (e.g. 1 Day a Week at Home, 4 Days in the Office) | 7.8% |
| We Don’t Have Home Workers | 18.4% |
With the push for remote working in 2020, which continued for much of 2021, both employees and
contact centre management have seen the benefits and challenges of remote working.
Our results show home working remains a popular choice, with 81.6% of contact centres continuing to allow employees to work from home at least some of the time.
58.1% of contact centres have people working from home for over 60% of the week, and 23.1% allow their home workers to work from home 100% of the time.
When compared to just 18.4% of contact centres who said they don’t have home workers, remote working may be here to stay.
This survey was done in partnership with NICE
To download the full copies of our ‘What Contact Centres Are Doing Right Now’ survey reports follow the links below:
You can also download the full copies of our ‘Is Your Contact Centre Delivering Exceptional Customer Service?’ survey reports by following the links below:
For more great information check out our other Contact Centre Research
Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.
She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
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