Call me, anywhere!

Citation

(2000), "Call me, anywhere!", Work Study, Vol. 49 No. 1. https://doi.org/10.1108/ws.2000.07949aab.012

Call me, anywhere!

Call me, anywhere!

A recent report, entitled "Virtually there: the evolution of call centres", commissioned by business communications company, Mitel, shows call centre employment in the UK currently accounts for approximately three-quarters of a million jobs. However, it is also one of the most controversial employment sectors, having attracted negative press coverage for its faceless environment and stressful working conditions. This could all be about to change. Communication technology is such that voice and data can now be rerouted seamlessly to any point, which means that remotely-based agents can in effect be managed exactly as if they were physically together in a call centre. Already companies such as BT, the AA and Scottish Widows are using home-based agents to great success, but according to Mitel's report; these are among only four per cent of call centres, which are currently using remote workers. The report reveals that 42 per cent of call centre managers would like to and indeed expect to, use remote agents in the near future. One of the reasons for this is that the demand for agents rises and falls, dependent on factors such as seasonality, advertising, and varying crises. For example, in the utilities market, a gas leak or a power cut can cause a huge surge in calls, while at other times agents can be left with nothing to do. This creates a huge waste of time and money as large call centres and large numbers of agents are not always needed 24 hours a day. Remote agents, on the other hand, can be brought in as and when they are needed. Using remote call centre agents can also fill the skills gap left by the growing demands of the call centre industry. According to the report, and contrary to stereotypes, potential teleworkers are somewhat better qualified compared with the labour force as a whole. Of course, the management of remote workers, despite the available technology, is potentially more difficult as agents are in their own territory and not under that watchful eye of the call-centre manager. This requires a change in attitude and the development of new management practices in order to overcome the challenges of this new way of working. Remote working is all about flexibility. The technology exists and the benefits are clear. Companies that are flexible enough to adopt this practice within their call centres will reap the rewards. Before long, employing agents at home will not be an option; it will be a necessity.