Almost one in three call centers (27%) in India will switch permanently to operate from home as a feasible long-term strategy, signaling the future of work in pandemic times, a new study said. Internet access, telecommunication problems, functional limitations such as lack of privacy, space, noise cancellation, lack of desktops and laptops, accounts, were some of the challenges mentioned, according to the study by on-demand cloud communication and telephony solutions provider Ozonetel.
Nearly 71% of call center agents referred to internet access as the main efficiency hurdles, 42% led by telecom problems. The study found that while 61% of call centre agents were initially satisfied with structural jobs, their morale levels gradually fell.
Many businesses fail to understand the risk faced by commuting and working from the workplace. 55% of call centers encourage agents to opt for work from home, while 16% do not open offices and provide compulsory work from home. Even if they do not permanently move to work from home or if they are still unsure, many call centers have seen the importance of having a robust work from home method.
Mr. Chaitanya said, “We have analyzed various metrics to determine and understand trends in customer experience as well as agent efficiency as call centers switch to work from home”. The research was performed on 50 organizations during the lockdown. The results showed that many of the efficiency problems faced by call centre agents can be solved when better hardware such as better handsets and headsets, laptops or desktops, direct telecom DID numbers and reimbursement of Wi-Fi fees are given.
Last updated: December 26th, 2025
