February 16, 2024

Hybrid work in the call center market: what do you need to know?

The last two years have been marked by several transformations in the corporate environment. The adoption of hybrid work was one of these novelties and, according to the numbers, it is here to stay.

A survey conducted by Accenture, a management, outsourcing, and information technology consultancy, reveals that 52% of the employees who work from their homes intend to work in this model at least once a week. Among those who aim to be in this format three days of the week or more, the rate is 34%.

The scenario requires companies to be prepared for the transformations. With the call center industry, it is no different.

In this article, you will find out how to adapt your customer service operations to hybrid working.

Enjoy your reading!

What is hybrid working?

Does your company adopt a rotation system and provide for teams to work both at the organization's headquarters and at home? If the answer is yes, then your business is pplying the hybrid working model.

The rotation between in-person and remote work marks this type of professional performance. Although it is not foreseen in the Brazilian Labor Laws (CLT), this was the measure found by several employers in face of the pandemic scenario.

It is worth remembering that the Labor Reform approved in 2017 allows telecommuting. In addition, at the height of the pandemic, in March 2020, the federal government authorized home office through a provisional measure.

Differences between hybrid work, telecommuting, and home office

These three modalities are not the same thing! Hybrid work, as mentioned above, allows employees to work in person only a few days a week.

In the case of telecommuting, employees are already hired exclusively for this format, working outside the company's premises. The home office, on the other hand, is seen as a form of eventual service provision, with rules and benefits that must be made clear by employers.

Tips to adapt your call center to hybrid work

Adopting hybrid work in your call center is possible! To do it in the best way, without harming customer service, just follow these guidelines:

Ensure security and access control

Avoiding any vulnerability risk in the digital environment is very important to ensure the efficiency of the processes. Solutions to ensure security and prevent third-party access are very important to keep customer service at full speed.

Keep an eye on performance management

Several platforms allow the monitoring of productivity rates, even at a distance. With this, you can clearly visualize the team's performance, as well as adjust patterns and adjust strategies, if necessary.

Don't forget ergonomics

In residential environments, comfort is even more important. So provide adequate equipment that prevents occupational diseases.

Have quality headsets

The welfare of your call center employees depends on the headsets! We, from Felitron, provide the best equipment for your business, with real-time geolocation and many other benefits.

The latest in headsets

Our product brand is the excellent quality of audio and sound. And they also prevent external noises from interfering with the communication between operators and customers.

Contact us and ensure the excellence of hybrid work in your company.