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Call centres urged to use remote workers

26 Apr 2008

Call centres urged to use remote workers Call centres should take the opportunity during Work Wise Week, in May, to experiment using remote workers in order to motivate staff, improve customer service and cut costs, industry experts have urged.

This could be good news for students who work part-time in a call centre to support their studies as it means that may be able to work from home and save on the costs of travelling to work.

According to contact centre software provider CosmoCom, most of the UK's 6,000 contact centres have never tried using home workers, despite the benefits that they could reap by doing so.

Along with service provider BT, it recommended that businesses attempt to deploy smarter working practices such as home working.

"Contact centres that have 'virtualised', allowing home working or operating several geographically dispersed contact centres over a single consolidated technology platform, have seen far greater operational efficiency and improved customer service," explained Mike Adolphy, managing director of CosmoCom UK.

The third annual Work Wise Week will run from Thursday May 15th to Tuesday May 21st 2008. Currently, it is estimated that some 3.1 million people, 11 per cent of the total workforce, work remotely from home.

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