Remote Customer Service Jobs Are On the Rise

Telecommuting isn’t exactly a new concept. However, within the last decade, it’s gained quite a bit of traction. This is mostly due to the advancements made in technology. As the internet becomes ingrained within the everyday lives of the general public, companies are gaining access to top talent worldwide. And this has created a huge opportunity for individuals who want to work from home.


This is especially the case for people who are interested in customer service positions. Remote customer service agents are responsible for interacting one-on-one with customers. It often requires a balance of problem-solving skills, patience, and empathy. Let’s discuss a few reasons why these positions are currently on the rise.

1. Productivity

Companies are always searching for ways to make their workforce more productive. And research shows that individuals who work from home typically get more done than those who work in the office. A 2015 study found that when call-center employees were allowed to work from home instead of in the office, the average productivity rate increased by 13%. There are countless more studies to suggest the same conclusion.


Ultimately, the increase in productivity is a result of three key factors. First, when employees work from home, they can avoid the distractions that come from daily interactions with their coworkers. Next, employees can focus on working to their strengths and create a schedule that helps them to achieve more in a shorter period of time. Lastly, employees tend to feel more in control and empowered by creating their own schedules. In this way, there’s a greater work-life balance.


Companies are cashing in on research like this and are on-boarding more remote talent. They’re counting on the fact that their customer service jobs would be best filled remotely.

2. Talent Pool

As previously mentioned, the web has put a large pool of talent at the fingertips of every company. While businesses used to be confined to finding employees who lived in their area, that’s no longer the case. If you have the right skills and knowledge, it doesn’t matter where you’re located, companies are willing to add you to their team.

3. Reduction in Costs for Employers

There’s no doubt about it, companies save money by hiring remote workers. First, it reduces the office costs. Research shows that a company can save as much as $10,000 per staff member each year. Office expenses typically include things such as supplies, furniture, and janitorial services.


Also, it reduces the costs that are associated with time. Studies suggest that employees tend to waste as much as eight hours every week on activities that are not work-related. However, all of these hours are billed. By hiring remote workers, companies can ensure that billable hours are spent on activities that are actually related to work.

4. Reduction in Costs for Employees

Not only does this type of hiring benefit employers financially, but the workers as well. Depending on your location, commuting can be expensive. Not only that, but incidentals such as the cost of lunch, clothes, and daycare for children can take a considerable chunk of your budget.


However, working from home gives you the ability to save more. In fact, surveys show that remote workers are able to save as much $5,000 each year. As a bonus, when you work remotely your everyday expenses such as your phone bill, electricity, and gas may be reimbursed or can be written off as a tax deduction.

5. Turnover Rates

Another aspect that companies are often looking to improve on is their retention rate. It takes a lot of money to replace an employee–especially one that is particularly skilled. Not only is it expensive to recruit new people, but these individuals must also be trained. This can take up a ton of time and resources. So most companies do their best to invest in people they’re sure will stick around.


Remote employees are typically more loyal because they have more control. Their schedule allows them to be more flexible and this means that they’re more likely to stay with the company for a longer period of time.

6. Environment

Many companies feel that they have a social responsibility when it comes to preserving the environment. And there are several ways in which these companies choose to honor this responsibility.


Some create buildings that are energy efficient. Others only purchase certain types of office supplies and only use green janitorial services. There are also companies that try to lessen the amount of pollution in the world by hiring a remote team. This ensures that you don’t have to drive your car to work. This may seem like a small detail, but studies show that if employees were allowed to work remotely even half the time, it would save $20 million in gas and cut down on millions of tons of greenhouse emissions.

7. Cutting-Edge Technology

Every company wants to be on the cutting-edge when it comes to technology. And hiring remote employees gives businesses the opportunity to work with the latest tools and keep up with trends in the industry. This is often a vital part of staying ahead of the competition.

8. Support On-Demand

Perhaps one of the biggest reasons that this position is on the rise is that it gives businesses instant access to customer support. This can be especially beneficial for IT companies. Customers need to be able to call their service providers at a moment’s notice to get assistance and answers to their questions. And the more prompt the response, the more professional the company will seem. This is more easily achieved when working with remote customer service reps.



As technology continues to advance, companies are realizing their need for a remote team. This is particularly true when it comes to their customer service department. Many businesses require 24-hour support for their clients. If you’re interested in customer service, then a remote customer service job may be the ideal position for you.