Call Centers: Remote vs. Traditional

remote vs traditional call center

Traditionally, call centers operate in a brick-and-mortar setting. This means they hold all operations in a minimum of one physical space. However, the evolution of the industry has made several home-based call center jobs available. With an even more advanced technology and the ongoing pandemic, several more have adapted to this kind of set-up as well. But how exactly do they differ?


Traditional or Remote: What’s the Difference?

For one, a traditionally set-up call center would have more engagement and easier collaboration with the entire team. This is because of close contacts and the physical space they share. Similarly, managers can overlook and monitor the whereabouts of the agents, easing communication among each other.

On the other hand, a remote call center also has its advantages. Flexibility is one of the features they emphasize. By giving the agents the opportunity to work from home, they are also in charge of their own productivity. Cost efficiency could also be one, considering the lack of other expenses caused by physical operating needs. This also makes the hiring of the best candidates around the world possible.

Tips on Managing Remote Call Centers

Operating remote call centers could be difficult for managers. This is especially for those who are either only accustomed to the brick-and-mortar setting in call centers or those who are not acquainted with current technology. Even with issues on connectivity, productivity and cooperation, here are some tips on how to manage remote call centers:

  1. Take advantage of technology – this is one of the most important steps. Becoming familiar with software that would not only monitor work but would also promote connectivity is an important key to maximizing team productivity. These software make meetings, collaborative projects, and easily accessible information possible.
  2. Continuous engagement – teamwork and cooperation are important. These make everyone motivated to do their tasks well. The presence of active members and an engaging leader encourages active communication as well. This reduces misunderstanding and helps build stronger relationships among the team despite the lack of physical contact.
  3. Set up a system – a system of guidelines and criteria for making smart decisions should be in place. Having a well-informed team allows smoother transition of information and a sense of consistency. This entails preparation, and post-evaluation of these set-up systems. An organized team makes an organized workplace, remote or not.
  4. Let them lead their own flow – allow them to work alone. Let your call center agents get to work as soon as you’ve figured out the best method for getting the job done. In the virtual world, you may let your team members take the lead as long as they meet deadlines, schedule check-ins, and maintain frequent communication.


Final Thoughts

Customer service in this kind of setting is difficult. This is why managers and agents should be equally prepared and motivated to work in a remote call center. Contact Center support and management is a burgeoning capability for Fortuna BMC. We can provide versatile contact center support and management teams for any industry.

Fortuna BMC, a certified service-disabled veteran owned business (SDVOB) and HUBZone, can provide project managers based on your project needs and requirements. Our team of business experts and professionals have experience in handling teams, efficiently capturing project status and financials, risks management, and more. We offer services to achieve your project goals on time and on budget. If you are interested in our services, please call (916) 458-0991 or visit their website at We offer a free consultation regarding your business needs. Please also like, follow, and share our posts on Facebook, LinkedIn, and Youtube.

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