34%
of businesses
plan to go back
to on-site work
Business leaders not aligned with customers or
their associates when it comes to work from
home policies.
Offering contact center associates the option to work from
home or to work on a hybrid basis increases the chances of
recruiting and retaining top talent, yet many companies are
planning to bring contact center associates back to the office
full-time.
While 37% of businesses offer permanent remote work for contact center
associates, our research indicates that more than one-third of businesses plan to go
back to working full-time on-site.
These employers may have trouble recruiting and retaining good talent. Employee
attrition is costly so companies should carefully evaluate the pros and cons of
mandating full-time onsite work. It may be a mistake in some cases.
Surprisingly, they expressed less concern about recruiting and attrition. Only 29% of
business leaders reported that recruiting was a big concern and only 25% of
business leaders reported that attrition is a big concern. That may change if/when
they return to full-time onsite work models.
37%
of businesses offer
remote work