Choosing the Right Outsourced Delivery Model

Peter Ryan of Ryan Strategic Advisory explains the benefits and challenges of facilities-based, work-from-home, and hybrid models

Sticking to tradition

Have employees report to a brick-and-mortar facility

For many enterprises, physical contact centers remain the preference. Direct supervision and in-person team-building typically yield desired performance results, and the environment works well for agents who enjoy social interaction with their peers. But overhead costs are high, and the talent pool is limited to a geographic area.

Adapting to change

Keep staff remote, even post-pandemic

The global health crisis forced thousands of employees to leave the workplace and begin operating from their own homes. Although the abrupt shift was an adjustment, many companies have benefited from cost savings and accessibility to a much wider talent pool. However, virtual employees might struggle without side-by-side interaction.

a man packing his laptop into a bag

Balancing both models

Consider a hybrid option for maximum flexibility

In order to keep workers happy and engaged, smart companies are listening to the voices of their employees. In the contact center world, many agents are requesting split work weeks, with some days in the office and some days at home. Accommodating these needs is likely to result in the most successful workforce of all.

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HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.

2020 Best in Partnership award
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