1 in 3 call centres opt for WFH permanently: Study

Signalling the future of work in the pandemic times, nearly one in three call centres (27 per cent) in India will switch permanently to work from home as a viable long-term strategy, a new report said on Monday.
1 in 3 call centres opt for WFH permanently: Study

New Delhi

 Amid the WFH strategy, 53 per cent businesses also reported a drop in productivity of call centre agents.
 Some of the challenges listed were internet connectivity, telecom issues, practical constraints such as lack of privacy, space, noise cancellation, lack of desktops and laptops, according to the study by on-demand cloud communication and telephony solutions provider Ozonetel.
 “The pandemic has made contact centres look at the services that they provide and how they provide it,” said Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel. “At the start of the lockdown in March, we promptly assisted many of our clients to move their agents to a work from home mode to help with business continuity plan very quickly,” he added.

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