Industry expert Mark Hillary believes that BYOD (Bring Your Own Device) is having a transformational effect on contact centres and their CX.
While its initial adoption was driven by device shortages and shipping delays during the pandemic, as well as mandated work-from-home policies, BYOD has now become an operational pillar for many contact centre leaders.
So let’s look at how BYOD can enhance your service in 2022 and onwards, specifically in terms of:
- Higher quality CX from high-calibre hires
- Resilience in future events
- Reduced cost-to-serve
1. Higher Quality CX From High-Calibre Hires
A concern for many is how to maintain a high level of quality when employee numbers are dwindling. Attrition rates have always been high in this industry, but with some organizations insisting that agents return to the office, it’s only going to get worse.
The importance of finding the right staff is vital for maintaining customer service levels and overall brand reputation – however, employers have traditionally been limited to looking for these high-quality employees in their local regions, normally within large metropolitan areas where the office premises is located.
WaH & BYOD allows contact centres to access to a much larger hiring pool to find the most qualified people to represent your organization; allowing you to choose agents based solely on skill rather than proximity to on-prem location.
Employers can focus on the employee’s credentials, aptitude, and approachability to a much greater degree.
2. Resilience in Future Events
According to this report from Gartner, customers will be looking closely at the disaster recovery plans of contact centres and factoring this into their decision making. This is to ensure that they can maintain resilience in a resurgence of COVID-19 or any other major disaster that may disrupt regular business activity.
One aspect of the pandemic that threw the professional world for a loop was the high demand and subsequent shortage of supply during the shift to work at home. Customers who utilize contact centres certainly took note and will be looking to ensure the company they are working with will not be affected by the same issues again.
Having an existing BYOD scheme allows contact centres to instantly shift to remote working should the need arise again in the future, eliminating the delays and low staff availability that leads to customer dissatisfaction.
Having continuity planning in place, like a BYOD policy, helps to strengthen business resilience.
3. Reduced Cost-to-Serve
We would be remiss not to mention the cost differential when talking about BYOD for contact centres. The same Gartner report states that customers will begin planning for long-term cost optimization and will seek to cut wiggle room into their budget to allow for unforeseen future expenses.
The need to transport devices adds to employee downtime and cost of delivery. Which is one of the reasons BYOD solutions have flourished recently – as employees can use their own device rather than wait for the employer to pay to send one.
With BYOD, you eliminate both the capital cost of devices and the operational cost of transporting these devices to agents. We break this down further in a separate blog on cost savings with BYOD here.
This cost reduction allows contact centres to carry value over to their customers, to provide a more cost-effective service, without sacrificing any service quality.
How to Secure Your BYOD
After reading about how great BYOD is, what are its drawbacks? The primary concern for customers is that their corporate data is secure, to the point where most customers will not even consider a contact centre if their employees’ workstations do not meet the stringent requirements set by compliance QSAs.
Secure Remote Worker provides this security, and total compliance in PCI DSS, HIPAA, and GDPR for the endpoint. Creating a temporary secure workspace on personally-owned agent devices, the software allows agents to have secure access to corporate VDI, RDS, remote and local applications.
All the while providing the employer complete visibility and control over agent activity during working hours.