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Work from Home (“WFH”)

WFH refers to "Work from Home". Learn how contact professionals use WFH to reduce costs and deal with COVD

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work from home (WFH)

WFH refers to “work from home”. WFH call centers were the exception rather than the rule prior to 2019. When COVID arrived, contact center professionals were forced to quickly move their call center agents to a work from home model.

Luckily, the move to WFH was made easier by the prevalence of CCaaS platforms. These cloud hosted systems allow agents to log in and work from anywhere — perfect in a WFH environment.

Generally, WFH agents need a decent computer, headset, microphone and most importantly, a good and stable Internet connection.

Many WFH contact centers provide their agents with equipment and testing to make sure their at home equipment is stable and capable of handling calls.

We expect that work from home agents will continue to be prevalent even as COVID winds down. Contact center professionals have found that they can actually manage WFH agents and enjoy the reduced cost that comes with the reduced facility and infrastructure costs.

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