The call center representative job has changed dramatically — and it’s not going back.
As remote work enters its new normal, thousands of customer service agents are switching to flexible jobs they can do from home. Need proof? Look no further than JobBuzz, an online job marketplace that has seen a 345% increase in searches for work-from-home call center jobs over the last 12 months.
Remote call center opportunities are expanding fast, and for good reason. These new at-home opportunities aren’t just a flash in the pan. The customer service industry has changed forever, and agents who learn to embrace remote work will benefit from bigger advantages than ever before.
Here’s the lowdown.
Remote at-home jobs
- Improve work-life balance
- Offer greater flexibility than the typical 9-5
- Require a unique set of best practices to be successful
Let’s take a closer look at each.
Remote Work Took Over Customer Service — Forever
If you’re new to call center agent jobs, it might surprise you to learn that remote positions used to be almost nonexistent.
Then COVID-19 happened. Businesses across the globe were forced to adapt — many for the first time — to remote call center jobs. Where once less than 20% of call centers allowed agents to work remotely, today most call centers support remote workers at 51% or more.
Agents proved they could do their jobs without direct supervision. Customer service managers saw their teams thrive outside of the traditional office environment.
The results have been staggering.
Customer service leaders now know that remote work is the future of their industry. A whopping 73% of call center leaders plan on offering long-term remote or hybrid work options to agents moving forward — and for good reason.
Allowing customer service agents to work remotely isn’t just good for team morale. Remote work makes good business sense too.
What Remote Work Does For Your Work-Life Balance
If you’re like most people, this section is what you came for.
Remote agent jobs don’t just feel better. Agents who work remotely report a quantifiable improvement to their work-life balance. Here are a few reasons why:
- Remote agents save 40 minutes a day not having to commute back and forth to work. That’s over 24 hours every month that agents can invest into other activities like exercise, spending time with family, or just relaxing.
- Remote jobs offer unparalleled flexibility. Agent schedules are often more flexible with remote positions, as employers have more leeway in where and when work gets done.
- Agents can focus better at home. Fewer interruptions from coworkers and call floor noise means remote agents can listen to customers more carefully and handle complex customer requests more efficiently.
- Burnout decreases when working remote. Customer service agents enjoy more control over their day when working remotely. Instead of feeling like a small part in a large machine, remote agents can feel empowered to manage their schedules as they see fit.
By allowing agents to skip the commute, work when they want, and feel more in control of their lives, remote jobs significantly improve employee satisfaction.
Which brings us to this nugget of gold:
65% of customer service agents say remote work has improved their work-life balance, and employee happiness is 20% higher at companies that offer remote work options. Agents are less stressed and have more freedom in their careers. It’s a win-win.
Know the Remote Work Challenges Before Jumping In
Of course, it’s not all sunshine and rainbows.
Remote jobs come with unique challenges. Before quitting an office job to take a remote call center position, there are a few caveats worth being aware of.
Loneliness. Remote work can be isolating. If motivation comes from working in a team environment, clocking in from home every day may take some adjustment.
It can be difficult to “log off.” When an office is also a living space, mentally checking out at the end of the day can be difficult. Customer service agents are especially susceptible to burnout, as the job is high-pressure by nature.
Complete dependence on technology is a real factor in this role. If the internet goes out, or a headset stops working, productivity comes to a halt. Technological difficulties that can typically be resolved within minutes by onsite IT staff present larger challenges for remote agents.
Keep these statistics in mind:
- 75% of remote employees feel their companies’ remote work technology could be improved
- 54% of employees say they would quit their jobs if they were no longer offered flexibility
Don’t let that last one cause concern. Employees know what they want and aren’t afraid to speak up. Flexible remote jobs are the future of work, and right now businesses are scrambling to keep up with demand.
Tips to Succeed Working Remotely
So remote work is the future, the benefits are clear, and the challenges are real. How can a customer service professional set themselves up for success before taking that next remote call center job?
Establish a routine. A routine doesn’t need to revolve around getting stuff done by 9 am and leaving at 5 pm. But sleeping in, eating lunch at a desk, and working in pajamas until midnight isn’t a recipe for success either. Structure the day however works best, but create a routine.
Invest in the tools. Remote agents should assume that every piece of technology they use will eventually let them down. Investing in a wired internet connection, a comfortable headset, and a reliable computer will make life much easier — and keep employers happy.
Overcommunicate with the team. Utilize every communication channel available. Regular check-ins, virtual water cooler chats, and video meetings can help build connection and prevent feelings of isolation.
Monitor performance personally. Instead of looking over a shoulder for a manager, paying close attention to how well the work gets done without direct supervision is key. Self-accountability is the number one trait of a successful remote agent.
Remote Work = Better Work-Life Balance
The call center agent role has changed forever. By allowing agents to work remotely, employers have shifted a once rigid customer service job into a career that can offer real benefits to employees’ work-life balance.
Agents who know how to make remote work work for them will benefit from a more flexible schedule, lower stress, and happier customers.
So what are you waiting for?
Jump on that remote call center representative job and start preparing for success today.
