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Groundbreaking Research: SQM Group conducted groundbreaking research on “Is the call center telecommuting model here to stay after COVID-19?” Discover the comparative study on customer and employee experience pre/post-COVID-19 for Esat and Csat Metrics today!

SQM has conducted groundbreaking Csat and Esat benchmark research with over 500 leading call centers to understand what businesses think about telecommuting post COVID-19.

Research on SQM’s call center employees in 2021 shows that 87% of agents are currently working from home compared to 2019, when 19% of agents were working from home. »

—SQM Group

COEUR D’ALENE, ID, USA, March 25, 2022 /EINPresswire.com/ — The call center industry is beginning to determine whether its current work-from-home model is sustainable post-COVID-19. SQM Group has collected benchmark studies on customer and employee experience to determine if the work-from-home (WFH) model is here to stay post-COVID-19.

As a result of the COVID-19 pandemic, most SQM call center customers have decided to have their agent and support staff work from home. Additionally, research on SQM’s call center employees in 2021 shows that 87% of agents are currently working from home compared to 2019, when 19% of agents were working from home. As most call center practitioners know, this was a sudden and dramatic shift to a remote working model. SQM’s research examines the impact of pre/post-COVID-19 by assessing operational, employee and customer experience data.

Most call center managers now believe that the work-from-home model has been one of the big unintended positive outcomes of the COVID-19 pandemic. Due to increased employee and customer satisfaction with lower operating costs, most call center managers will continue with a remote working model.

SQM predicts that the call center industry post-COVID-19 workforce model will be 60%-80% WFH agents, and 20%-40% agents working in a model based on call center facilities. This agent workforce allocation forecast is based on the fact that agents prefer telecommuting, requiring call centers to have a telecommuting model to attract and retain agents, especially given the today’s competitive job market.

Here are SQM Groups key findings for customer satisfaction (Csat), calls transferred, average handle time (AHT), agent turnover and agent work time from 2019 to 2021:

– Csat (same or improved since 2019): in 2020, this percentage was 75% and in 2021, it was 63%, suggesting that the WFH model is conducive to achieving customer service of quality
– Calls transferred: comparing 2021 to 2019, 38% increased, 6% remained the same and 55% decreased
– AHT: in 2019 the AHT was 545 seconds and in 2021 the AHT was 589 seconds (an increase of 8%)
– Agent turnover: 35% in 2019 and 28% in 2021 (7% increase)
– WFH agents: in 2019 19% of WFH agents and in 2021 87% of WFH agents (68% increase)

Learn more about SQMs FCR Research and the CSM software they use to track and report on these metrics, visit their website.

SQM Group Marketing Team
SQM Group Inc.
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