Work-from-home can be more effective and productive than office-based working

As we emerge from lockdown, it’s the perfect time for company boards to review their homeworking experiences and ask ‘What part will it play in the workplace of the future?’

No-one is claiming that homeworking is a panacea and it’s not for everyone. However, for many organisations with long term homeworking strategies, it’s delivered huge cost and productivity benefits, as well as massive employee benefits – such as the removal of travel-to-work costs and a better work-life-balance*.

So now is the time to have a practical debate about homeworking…. and it should start by assessing what form of homeworking, and what operating model, is best suited to your requirements. It’s not always just a choice between working 100% from home or 100% from the office.

Below are a number of recent market survey results that support this view of the efficacy of homeworking:

  • 66% of all employed U.S. workers say they can be effective when working remotely, according to the LinkedIn Workforce Confidence Index survey**. The same survey found that 85% of HR professionals say they can be effective with work from home (WFH).
  • The 2020 UK HomeAgent Study*, the UK’s largest ever study into long term contact centre homeworking, revealed that more and more UK centres are turning to homeworking as they discover its financial and productivity benefits. When comparing work-at-home with office-based contact centres, 75 per cent of organisations responding to the survey said that Attrition is lower, 61 per cent said Productivity is better, and 54 per cent said Absenteeism is better. As well as delivering significant advantages to businesses, homeworking is also delivering huge benefits to contact centre ‘HomeAgents’. 74 per cent said that they have a better work-life-balance, 86 per cent that they have no travel-to-work costs, and 81 per cent that they have removed the time wasted travelling to work.
  • A Glassdoor study*** showed that 60% of people feel they can perform effectively no matter how long they have to WFH. 50% say they are as, or more, productive remote working.
  • An online poll of contact centre professionals**** revealed that 47 per cent of organisations that introduced homeworking in response to the Coronavirus crisis now see it as a long term strategy.


* The 2020 UK HomeAgent Survey was conducted between November 2019 and the middle of March 2020, prior to the Covid-19 lockdown in the UK. It was managed/published by the UK Contact Centre Forum (UKCCF) and sponsored by Content Guru, Sensée and SYKES. 300 Managers/Directors and HomeAgents took part in the study

** June 2020. LinkedIn’s Workforce Confidence Index is based on a quantitative online survey that is distributed to members via email every two weeks. Roughly 5,000+ U.S.-based members respond to each wave

*** COVID-19 & Employee Sentiment on Changing Workforce, March 2020

**** The poll was conducted by Sensée in conjunction with the UKCCF, South West Contact Centre Forum and Call North West in April, May and June 2020 amongst a total of 203 UK contact centre professionals


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