Teleworking – New Model Of Call Centers?

Teleworking appeared during the Covid pandemic. It became clear how the traditional parameters related to everyday life were transformed entirely and revolutionized. This impact became more apparent as the months passed, and the existing forms of interaction were no longer adequate to meet the needs of businesses, enterprises, and small businesses.

The call center sector, perhaps more than others, has seen a radical change in the approach to work. By spring 2020, it was estimated that around 557 million people worldwide worked from home. This is almost one in five workers that use call center services.

What Are The Advantages Of Teleworking?

The time saved outside of transport is 80 minutes for Shanghai residents. So much time is saved for their personal business without taking a break at the office. Employees who were slightly ill worked from home, whereas they would not usually have come to the office. This means a reduction in sick leave. Due to better working conditions, call center employees could handle more calls than in the office.

In 2021, 85% of US call center employees said they were more productive than they were in the office. Furthermore, if we take the example of Shanghai’s central business district, call center employees have expressed greater satisfaction when working from home. The total number of layoffs has also decreased by more than half. Teleworking is also an essential ally in the environmental transition. Indeed, working from home allows you to reduce your home/office commute.

What are the limits of Teleworking?

Professional development is limited. In France, during the first lockout, 80 percent of managers and executives could work from home, compared to 35 percent of workers and 7 percent of workers. Even for those lucky enough to benefit from it, telecommuting can lead to occupational inequality.

In a Chinese call center, employees received 50% fewer promotions than their face-to-face counterparts. There is no ideal, and as with many things, there is a middle ground. For this reason, some companies alternate between remote and office work. This maintains social ties and control while promoting autonomy and freedom.


In the end, teleworking in your company is a win-win situation for both employer and employee. But to reap the benefits of call centers, you need to be rigorous and disciplined.

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