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Call Agent Jobs From Home – Ryder System Inc. is a company that transitioned and helped to have a plan in place.
“We established a routine to work from home out of necessity long before COVID-19,” Bill Dawson, vice president of maintenance and engineering at Ryder, told Transport Topics. “Fortunately, this has put us in a good position to respond very quickly when we have had to withdraw people from our facility.”
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Dawson said that prior to the pandemic Ryder was running out of space at his facility in Roswell, Georgia. So the company has allowed about 10% of its staff to work from home as a reward for good work. Ryder Assist Now and other efforts to connect more frequently to customers were also factors driving this capability.
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“It’s only been a couple of months,” Dawson said. “Who knows where we will be after a year or more? But for now, we were able to move all 300 people to a work-from-home environment within a couple of days and had almost zero turnover in that time.”
Dawson said the switch hasn’t hurt staff performance during the pandemic, and said it’s even improved slightly.
“Now, it’s not due to working from home,” Dawson said. “That’s because, generally, you talk to companies a little slower and there are other things that facilitate performance facilitation. But overall, I’m really proud of how the team has been able to transition quickly.”
Ryder System is the progenitor of Ryder Supply Chain Solutions, ranking #11 in Transport Topics’ Top 100 list of the largest chartered carriers in North America.
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Averitt Express, number 32 of the chartered TT100, had also established a work-from-home plan before the pandemic. The transportation and supply chain management company has allowed some employees at its national call center to work remotely. Now, the entire call center staff is doing just that.
“As far as our corporate offices go, we have a lot of people working from home,” Averitt’s part-load operations leader Amos Rogan told TT. “Fortunately, we had already started doing this within our customer service group for a couple of years, enabling those with the option to work from home.”
Rogan added that working from home previously helped save space in the corporate office. He also offered those with issues like long commutes an easier option.
“They can still be monitored and managed through some software that we have,” Rogan said. “We have been able to expand to allow people to work from home to keep them safe. We are lucky because we started ahead of time.
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Averitt Express has approximately 900 associates working on its corporate campus, including the national call center. Now, around two-thirds of those staff are working from home.
“We were able to take the same technology and technology requirements and what would normally work in a corporate environment, while also allowing them to work from home,” Rogan said. “At this point, we don’t know if it’s permanent, but we do know right now that it’s indefinite.”
Also Roadrunner Transportation Systems Inc., no. 17 on the leased TT100, moved its call center to remote work. Roadrunner Freight president Frank Hurst initially had concerns about having call center staff and dispatchers work from home, but that has changed since discussions with the executive team in early March.
“So, we’ve really been working on what we can do with these two groups,” Hurst told TT. “Both of those groups, to the credit of their management team and leaders, have come home and I will tell you they are more productive today than they have ever been.
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“Not only have our costs gone down, our call center service, our abandonment rates, our average hold time are actually at historic lows. They did a great job there.”
Hurst added that she was initially hesitant because both departments have been centralized in recent years. Previously they had customer support groups built into various service centers. Now, 100 employees work at the call center in Akron, Ohio.
As of March 17, UniGroup has all of its estimated 700 employees who would normally work at its operational headquarters from home. About 50 work in the call center.
“We have a headquarters, we have a call center embedded in the headquarters,” Scott Kluesner, executive vice president of operations at UniGroup, told TT. “Now, because you can operate remotely very successfully, there are some functional areas within business operations that I’m not sure will need to return, if ever. The call center, for example.
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“I just think it opened our eyes. We took a step back and asked, “What is absolutely mandatory?” “Over the past decade, it has become much more common for companies to offer hybrid or even 100% remote working options, and this trend has only been amplified in the wake of the 2020 pandemic. Working from home has become normalised. In Indeed, Pew Research has revealed that 60% of workers with jobs that can be done from home say they would like to work from home all or most of their time.
While some companies have required their employees to return to the office full-time, others have taken a more flexible approach. After all, many employees find they prefer to work remotely, arguing they’re more productive from home.
At Radius Global Solutions, we understand that all employees’ needs are different. That’s why we have agents working both from home and at our offices. Whether they’re in one of our global offices or at home, we want our people to feel comfortable and motivated while they work.
Read on to discover the many benefits both employees and leadership teams can enjoy when adopting a work-from-home model.
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Companies across all sectors are struggling with absenteeism and high attrition rates. But productivity drops significantly and stress increases among employees when companies are understaffed. Contact centers are no exception to this challenge.
However, when employees can take advantage of more flexible hours, they are less likely to seek work elsewhere. If a staff member is feeling stressed and prefers to work from home to focus on their duties, having the ability to do so can be a huge relief. And if an employee prefers to work in person and collaborate with their colleagues, they have a desk ready for them in the office.
At Radius, we have programs where employees can get things done wherever they feel most productive. Are you interested in working in a contact center with remote work options and competitive benefits? Explore our open positions today.
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When people work remotely, they are free to apply for jobs virtually anywhere. Gone are the days where geographic restrictions dictated where people could work.
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This is very beneficial to both the workforce and the employer. Recruiters can enjoy an expanded talent pool, while job seekers can apply wherever they like.
With the flexibility to hire and apply anywhere in the world, recruiters can attract the best talent for their business. In turn, job seekers may search far and wide for a company that best fits their unique skillset, values, and interests.
During the pandemic, many workers have reported substantial cost savings as a direct result of working from home. In total, US households saved $2.5 trillion between March 2020 and January 2022. Cost savings are possible even today, as people continue to work remotely.
Remote call center agents who are saving money can feel less stressed and overwhelmed in their daily lives.
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Cost savings from remote working can also be realized by entrepreneurs. According to Global Workplace Analytics, a US company with even a modest remote work program can save approximately $11,000 per employee annually in real estate, electricity, absenteeism, revenue and productivity. And that doesn’t include the additional savings found in:
Having a remote contact center team also offers business benefits. With employees working in different locations and time zones, it’s much easier to offer a 24/7 customer support line.
Depending on how spread out your workforce is, your employees may not even have to work overnight hours to provide 24/7 customer service. This helps improve work-life balance.
For example, an employee in New York City might work 9am to 5pm. while another employee in Perth, Australia works the same hours. With the 12-hour time difference, your customers are covered for around 16 hours without anyone having to work in the middle of the night.
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Even without a 12-hour time difference, it’s easier to stagger schedules to meet customer needs when remote staff are located in multiple time zones. You never know when a customer might contact your business with a question or problem. This way, you reduce friction in the customer experience by having a full team ready for support, 24 hours a day.
Overall, remote call center staff and their employers may experience greater flexibility. Contact center agents can save time and money associated with the daily commute. Businesses can quickly
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