What is Teleworking?
Teleworking is another term for telecommuting, when a person works remotely from a non-corporate owned location. “Tele” refers to “at a distance”. While teleworking is not new, since the COVID-19 pandemic, many businesses have switched to a primarily remote working strategy. Teleworking requires cloud-based technology; in contact centers this includes cloud-based contact center software and telecommunications hardware.
Benefits of Teleworking in the Contact Center
Contact centers use teleworking for multiple reasons:
To expand their talent pool across geographies
To reduce office overhead expenses
To provide more flexibility in scheduling agent shifts