The landscape of call centre work in Australia has undergone a significant transformation post-COVID, with recent reports revealing unexpected trends in the workforce of call centre workers. Despite a decrease in remote work in 2023, a substantial 57% of call centre employees still operate from home on any given day, down from 76% in 2022.
The pursuit of an increased "onsite component" by 28% of call centre employers contrasts with the report's findings that highlight the enduring appeal and efficacy of flexible work arrangements in the sector. The finding of the report shows definitively that hybrid working is the key, with businesses adopting a hybrid model leading in retention rates. He emphasizes the importance of location for candidates, who prefer offices close to their residences if they opt for in-person work.
While some call centres offer fully remote or onsite roles exclusively, the majority, (64%), operate on a hybrid model. Employers' attitudes have also evolved positively toward remote work, with 14% finding it more effective (compared to 9% in 2022) and 48% believing it's equally effective as onsite work (up from 44% in 2022).
Companies enhancing flexibility for call centre agents experience benefits such as improved productivity, engagement, lower absenteeism, increased retention, enhanced employee well-being, and access to a broader talent pool. However, attrition levels remain consistent across working models, with fully remote, hybrid, and onsite models reporting 21%, 24%, and 23%, respectively.
Remote Work's Impact on Digital Creatives
In the realm of digital creatives, there is a growing mandate for a return to the office despite resistance from talent. Among the 5,431 respondents to a global survey, spanning Australia, Canada, France, and Japan, 66% working remotely label their teams as "high performing," compared to 47% in fully onsite roles.
Remote teams excel in soliciting diverse views within the team, a crucial aspect of marketing and creative idea development. suggestions that remote work facilitates equal participation through practices like virtual hand-raising, anonymous polls, and asynchronous communication, promoting idea sharing and boosting employee confidence. All of these benefits lead to a more effective and cohesive team.
In findings from surveys conducted by Quest Personnel, remote jobs are superior in attracting and retaining diverse teams, resulting in stronger overall performance. Regardless of work arrangement (remote, hybrid, or onsite), 60% of respondents identify as members of teams with emphasis on adaptability, motivation, trust, psychological safety, effective communication, diversity of opinions, stress management, and a willingness to embrace feedback.
We hope that these findings will encourage companies in all sectors and industries to adopt a hybrid working environment that is integrated and inclusive of all talent across all sectors of the contemporary workforce.