The following chart shows the proportion of agents that our survey respondents have working at home now, and what they believe their operations will look like in September 2022.
First, it should be noted that while some survey respondents expect some of their contact centre staff to be working full-time in a centralised environment, no business said that they planned to bring 100% of their agents back to the contact centre.
The picture in September 2021 is of the large majority of contact centre agents still working entirely at home, with 15% having a hybrid home/office working life, and only 5% being based permanently in a centralised contact centre location.