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Glossary

What is a Remote Agent?

A remote agent is a person who works from a location other than a traditional call center, which is typically their home. Therefore, the contact center will provide them with computer and telephony equipment on a regular basis, and their use will be closely monitored.


The industry has long aspired to employ off-site agents. However, it took several years for the reliability of Voice over Internet Protocol (VoIP) technologies to reach the point where contact centers can deploy them remotely.


Remote agents may only handle certain types of calls, as determined by skills-based routing, or they may only handle email, webchat, and social media inquiries.

Why Do We Need Remote Agent?

Well, there are several benefits of when an agent does work from their own home. The topmost benefit is saving time and money over commuting is the significant bonus that comes into the employee’s mind. Additionally, working from home also carries a certain amount of prestige, which may explain why remote agents have lower attrition rates.


Given the industry's notoriously high turnover rate, increased staff retention is undoubtedly a major motivator for contact center operators. Additionally, employers have access to a much larger pool of candidates from which to choose. People with mobility issues, parents or caregivers with personal obligations, and others who find it difficult to travel will be able to enter the workforce more easily.


Proximity to a specific location is less important, so there are generally more qualified candidates. A fast and reliable internet connection is the topmost requirement for a potential remote agent. Therefore, companies that want to improve their environmental credentials should consider the value of remote employees who don't have to commute.


Once remote agents have been hired, there are additional benefits. While asking on-site agents to work late or early isn't always feasible, it's a lot easier when travel isn't a factor. Although there may be no direct financial benefit, being able to offer in-house employees more sociable working hours can have a huge impact on morale.


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