Home Workplace Advice Is a flexible workforce the way of the future?

Is a flexible workforce the way of the future?

In short, “Yes,” says Joint Managing Director of Citrus Group, Paul Smith. By nature, working in a contact centre “isn’t the easiest job in the world,” says Paul. Allowing staff the flexibility to work from home “makes a hard job a lot more enjoyable, and we want to make our roles as enjoyable as possible,” he adds.


The way that call centres operate means that there will be staff working 24/7. For a member of staff who is working a 15-hour shift, or an overnight shift, the option to be able to work from home is hugely beneficial.

In addition to staff members that work part-time within the business, contact centres also cater to those employees that are looking for flexible roles. For example, more mature aged employees who have children or partners they need to work around. Being flexible with where they work from is crucial, and a very attractive element of a role.

Not only does job flexibility offer a far greater work/life balance, the other benefits are huge, and include staff happiness and greater staff empathy, a key skill needed within a call centre role.

Whilst it’s clear to see the positives for call centre workers, how do companies benefit from this kind of working structure? Studies have continually shown that a flexible workforce increases retention, boosts productivity, enhances customer satisfaction and boosts staff creativity and innovation, as well as participation.

With results like that, it’s no surprise this working model is taking off. So much so that notable companies are following suit. For example, the American Express Platinum Team are offered flexible working arrangements, allowing staff the option to work from home, attributing job flexibility to their staff’s excellent customer care skills.

Clearly, for a flexible workforce to thrive, there needs to be trust and respect from both sides. However, with huge advances in technology over recent years, managing a flexible workforce has never been easier.

“A 9-5 working model is very old-fashioned,” says Paul. “Flexibility is key in our industry and whilst it’s not for everyone, contact centres thrive on it.”

In short, “Yes,” says Joint Managing Director of Citrus Group, Paul Smith. By nature, working in a contact centre “isn’t the easiest job in the world,” says Paul. Allowing staff the flexibility to work from home “makes a hard job a lot more enjoyable, and we want to make our roles as enjoyable as possible,” he adds.

The way that call centres operate means that there will be staff working 24/7. For a member of staff who is working a 15-hour shift, or an overnight shift, the option to be able to work from home is hugely beneficial.

In addition to staff members that work part-time within the business, contact centres also cater to those employees that are looking for flexible roles. For example, more mature aged employees who have children or partners they need to work around. Being flexible with where they work from is crucial, and a very attractive element of a role.

Not only does job flexibility offer a far greater work/life balance, the other benefits are huge, and include staff happiness and greater staff empathy, a key skill needed within a call centre role.

Whilst it’s clear to see the positives for call centre workers, how do companies benefit from this kind of working structure? Studies have continually shown that a flexible workforce increases retention, boosts productivity, enhances customer satisfaction and boosts staff creativity and innovation, as well as participation.

With results like that, it’s no surprise this working model is taking off. So much so that notable companies are following suit. For example, the American Express Platinum Team are offered flexible working arrangements, allowing staff the option to work from home, attributing job flexibility to their staff’s excellent customer care skills.

Clearly, for a flexible workforce to thrive, there needs to be trust and respect from both sides. However, with huge advances in technology over recent years, managing a flexible workforce has never been easier.

“A 9-5 working model is very old-fashioned,” says Paul. “Flexibility is key in our industry and whilst it’s not for everyone, contact centres thrive on it.”


Paul Smith is the Joint Managing Director of Citrus Group.