Remote Revolution in Call Center Operations
Shifting contact center operators to remote work: the reasons behind the change
The landscape of call center operations has undergone a radical shift, with an astounding 42% surge in remote workforces by 2024, as revealed by iKS-Consulting research (find the details on our website). This trend of work-from-home operators has been steadily on the rise for the past two years, coinciding with a 23% decrease in traditional office jobs. Consequently, the total job count has only dropped by a marginal 5%. By mid-2024, the number of positions in outsourced projects declined from 44,700 in 2023 to 42,100.
There's a nationwide trend of work-from-home operators sweeping across the call center industry, even among companies catering to their own clients. A prime example is 'VimpelCom', which reported a nearly 10% increase in remote operators in 2024. These remote positions range from 40% to 100% of the job profile, depending on the nature of the work. One of the main advantages for remote workers and the company is the ability to work from any region, including those with lower wage expectations.
Other players like 'Megaphone' and 'Rostelecom Contact Center' have also embraced remote work, viewing it as a means to tap into a national talent pool and cater to client needs effectively. However, certain client requests necessitate the presence of specialists in the office.
Alexander Svyatets, General Director of 'Rostelecom Contact Center', emphasizes that the shift to remote work became possible due to the advent of digital technologies, such as knowledge management systems that provide instant access to essential information and work computers integrated into the company's IT infrastructure, ensuring reliable data protection. Remote hiring, selection, training, and employment processes have proven to optimize company costs and expand the geographical hiring zone, making it easier to find employees.
Recent years have seen a pressing need to find personnel for contact center jobs, the top concern for industry participants, according to iKS-Consulting analyst Stanislav Mirin. The preference for remote work among many candidates and its ability to cover a wider geographical area have made it more challenging to find employees for traditional office jobs. However, remote work entails challenges, too, such as maintaining communication and training personnel, maintaining team cohesion, and exerting control.
By 2024, the demand for employees, particularly skilled workers, hit a record high of 2.6 million people, according to Higher School of Economics data. The labor shortage in Russia in the next five years could reach 4 million people, with up to 90% of them being middle- and high-skilled workers and specialists.
Remote work offers significant economic benefits, estimates Nikita Yevseenko, director of the 'Insurance' department at 'Rexoft'. Companies can save up to 30% on infrastructure costs, including office rent, utilities, and workstations. Additionally, remote work permits hiring specialists from regions with lower salary expectations, further reducing costs. The convenience of scheduling and the absence of a commute may also lower employee turnover, helping companies cut training costs on new staff.
As AI technologies advance, they are transforming the call center industry, even automating up to 60% of standard inquiries. Consequently, the role of human operators is shifting towards more complex and intellectual tasks, such as consulting on comprehensive products and handling non-standard situations.
Expanding Global Trends
This shift towards remote work for call center operators is part of a broader global trend towards flexible employment options driven by technological advancements, changing workforce preferences, and the pursuit of cost-effective solutions. Key aspects of this shift include:
- Remote Work Adoption: The rapid adoption of remote work enables businesses to tap into diverse talents across different geographical locations, improving employee engagement and satisfaction.
- Technology Integration: Leveraging technology is vital to facilitate remote work, with tools for communication, collaboration, and data analysis playing a significant role. AI is increasingly integrated into workflows to automate tasks and increase productivity.
- Employee Wellbeing: Given the increased autonomy and flexibility remote work offers, it's essential for businesses to focus on employee wellbeing beyond financial compensation, providing a sense of purpose, flexibility, and support for mental and emotional health.
In summary, the transition to remote work for call center operators offers numerous benefits, such as increased flexibility, cost savings, and access to diverse talent pools. By embracing this shift, the call center industry can remain competitive in the global market, while also complying with local regulations and leveraging the highly educated workforce in regions like Russia.
- The call center industry's shift towards remote work, as seen in companies such as VimpelCom and Rostelecom Contact Center, is aligned with global trends in finance, technology, and business, leveraging digital technologies to optimize costs and expand the hiring zone.
- In the lifestyle sector, the integration of technology for communication, collaboration, and data analysis supports the growth of remote work, while prioritizing employee wellbeing becomes increasingly important in the flexible employment landscape.
