Post by shiyabul on Aug 19, 2024 6:27:22 GMT
They are certainly vital now. Yet finding people to fill agent roles is challenging. Traditionally, agents have been employees that go through onboarding, training, and probationary periods, and are overseen and coached by supervisors. While this model worked well with onsite situations, remote work has changed nearly all elements of the agent experience. Meanwhile, the typical applicant profile of a contact center agent has not changed.
Many companies have not adapted their recruitment models and https://lastdatabase.com/ remain constrained by hiring “employee-only” status. But as contact centers take a broader role in achieving customer success across support, sales, marketing, logistics, and more, having access to broader-skilled workers becomes necessary. Why Look to Gig Workers? Gig workers are well suited to roles in remote contact centers.
These workers, by choice, prefer remote, flexible work arrangements and are adapted to a freelance mindset, making it easier to expand or contract agent numbers as needed. Gig workers thrive on flexibility. In fact, according to Pew Research, % of them report that the ability to control their own schedules is a major reason they’ve taken on gig jobs over the past year.