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The Work at Home Dilemma
April 2021 - 5th Talent Contact Center Industry Report #3

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Supervisors Indicated Performance has Declined Overall Since May 2020, While Agents Indicated that it has Improved.
The perception of agents is much more optimistic than their supervisors. In the 5th Talent November 2020 Report, the perception of leaders was that performance was at or below pre-COVID-19 levels.

The Top Work Arrangement Choice is 100% Work at Home. However, Most Employees Do Not Want to be 100% Virtual. Only 2% Want to Return to the Center 100% of the Time.
In May of 2020, the top choice was a mix of working at home and in the center. Now 69% of employees say they want to work at home 100% of the time, yet still want access to the center for training, meetings with their supervisors and team, and for social activities.

The Work at Home Model Continues to Face Challenges that Impact Long-Term Sustainability
As with previous studies, many employees who work remotely expressed that it requires more effort to work with each other, that they often face feelings of isolation and loneliness, and that they are experiencing growing fatigue. The supervisor is experiencing more challenges than agents due to the new “physical gap” between them and their team.

Organizations Need to Invest in Supervisors Who are the Key to Extending Company Culture to Remote Employees
Supervisors must effectively bridge the newly created “physical gap” in the work at home model in order to sustain performance levels. Organizations can support them by reducing their span of control, as well as the span of control of their managers, providing high-quality training for leading remote teams, and giving them additional support from IT, HR, and subject matter experts.

Implement a Mixed Model to Improve Sustainability and Reduce Costs
A model that allows employees to work between home and center provides most of the benefits of being a remote worker while reducing many of the negative social effects. It allows supervisors and agents to occasionally meet face-to-face which is something both are missing. Agents want to retain access to the center even though they want to spend most of their time working at home.

5th Talent Contact Center Industry Reports

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March 2023 - 5th Talent Report #5
The Crisis in Contact Center Management

The customer experience is at a 17-year low, agent turnover remains high at 7-8%% a month, and quiet quitting is 59%. This crisis is severely impacting company... 

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June 2020 - 5th Talent Report #1
The Work at Home Study

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a... 

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August 2022 - 5th Talent Report #4
The Leadership Challenge 

5th Talent International interviews contact center leaders from 76 companies from July 2021 to June 2022 to understand the state of the industry.  Many companies... 

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April 2021 - 5th Talent Report #3
The Work at Home Dilemma

This report outlines what we call the "Work at Home Dilemma." There are challenges to the sustainability of the work at home model, but employees do not want to...

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Nov 2020 - 5th Talent Report #2
Work at Home Fatigue

5th Talent International recently interviewed 41 contact center leaders regarding their shirt to a work at home model for their employees.  These leaders represented more than...

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