• Skip to main content
  • Skip to primary sidebar
Call Center Advisor

Call Center Advisor

The information you need to build and run a modern call center

  • Call Center Software
    • ACD
    • IVR
      • The History of the Interactive Voice Response Unit (IVR)
      • Speech Enabled IVRs
    • Inbound
    • Outbound
    • AI & Automation
      • Speech Analytics in the Call Center
    • Analytics & Reporting
      • Call Center Metrics
      • Wallboard Call Center Software
  • Answering Services
  • News
  • Call Center Glossary
work from home (WFH)
Home » WFH

WFH

posted on April 19, 2022

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.


Related Definitions:

  1. After Call Work Time The term “After Call Work Time” (aka “ACW”) is the amount of time taken by a call center agent after hanging up a call. The After Call Work Time is the time it takes the agent to complete the record of that call. After call work time may be used to update a customer record, […]…
  2. CCaaS CCaaS means “contact center as a service” or “call center as a service”. CCaaS platforms are cloud-hosted contact center platforms which can be delivered to contact centers over the Internet (as a service). CCaaS implementations allow call centers to quickly stand up and manage highly sophisticated customer service and sales call centers without the expense […]…

Filed Under: Terms

Primary Sidebar

Learn about:

  • About Us
  • Answering Services
  • Automatic Call Distributor (ACD)
  • Call Center Glossary
  • Call Center Software
  • Outbound Calling
  • Predictive Dialer Guide
  • Privacy Policy

Recent Call Center News

  • Open Source Predictive Dialers
  • Disposition Code
  • Ultimate Guide to Phone Number Reputation Management in 2022
  • Adherence
  • Occupancy
  • About Us
  • Contact Us
  • Privacy Policy

Copyright © 2023 · Call Center Advisor