There are many businesses we have worked with over the years and they
would never let their staff to work remotely for legal, compliance or
some “internal” reasons. Almost all of them had to learn how to adopt
remote working in a very short period of time. This was an unplanned
Proof of Concept for remote working in a global scale. Before the
pandemic, only 2% of the US Workforce was home-based. It is now 37%.
Remote working seems to have achieved the expected results in North
America and Europe so far and that’s probably why most of the
businesses are in no rush for going back to the office anytime soon.
This bring another question; Can we share the workforce with other
businesses for certain tasks and utilise them as remote freelance
workers? Freelance talent can get trained and support multiple
business over the phone. This could be in the form of serving internal
and external customers and stakeholders such as partners and resellers
over the phone. The freelance work will be quoted based on the number
of minutes talent has spent over the phone for each skill. Each skill
will have a “per minute cost” of handling the calls. If the business
is small and the call volumes are low, talent can also be paid a
“Weekly Retainer Fee” to get trained and stay available for that skill
in the target working hours. This could be a way to incentivise
talents to get qualified for the less-busy skills.
People Want to Talk to People.
“Can you put me through a real person?” is the common question we hear
when we listen to the audio recordings of the customers with the
speech bots. In the legacy call center practice, offering a customer
service over the phone is costly. There must be enough talent for the
required skill, you need to “overstaff” the service for potential
peaks and we end up getting only 60% occupancy in a call center.
Remote Modular Workforce solves all these issues. Businesses only pay
if there is a customer call to handle, otherwise they don’t need to
pay anything. If the call volumes are low in case the business is
small, then you can ensure the trained agent availability by offering
“Weekly Retainer Fee”. AI-based knowledge base can help freelance
agents to find the answers quickly and first contact resolution rate
is maximised. The goal of the Customer Service to manage customer’s
current emotional state, turning frustration in to happiness. It is
hard to achieve that with a bot.
Remote Working is Here to Stay
In 2020, tele-working in the US increased from 2% to 37%. This is 45%
in Switzerland and 11% in Cambodia. It is clear that many new job
openings will be tele-workable to ensure that the business is ready
for another pandemic. Making your business tele-workable will help to
minimise the effects of such risks in the future.
Yigit Zorlu is the CEO of NoTime Inc. Remote Modular Workforce
platform. Please visit notime.io and learn more about how Remote
Modular Workforce can help your business or your career.
Mobile Contact Center Solutions
Mobile Agent and