The conversation around hybrid work often frames the transition as a response to the pandemic. However, data shows that the shift is less dramatic than public opinion suggests. According to an article by the ABC News, the percentage of Australians working in a hybrid model pre-pandemic was 32%, compared to 37% today—a noticeable jump, though not a seismic one.
In 2025, businesses are looking beyond the implementation of hybrid work and are focused more on hybrid-optimisation for their teams and customers. Done well, hybrid work can enhance employee satisfaction, unlock productivity, and deliver superior customer experiences.
Unlock a wider talent pool
Offering hybrid and remote work options is a proven tool for attracting top talent. Jobseekers today actively prioritise flexible work environments, and companies that offer these inclusions can tap into a broader and more diverse talent pool.
An International Workplace Group (IWG) survey from the UK found that flexible working is a priority benefit that people request before accepting a role. Dr Jen Rhymer from University College London commented on the survey, “Numerous studies have demonstrated that remote and hybrid work is as or more productive than fully in-office work,” she said, “It has also been shown to improve job satisfaction and retention.”
Also, without being constricted by geography, companies have a far wider net to cast over different cities, states, and even countries. This expanded reach increases access to diverse skill sets and allows organisations to build teams that reflect a broader range of perspectives and experiences, enhancing creativity and innovation.
Improve employee retention rates
Hybrid models have a direct impact on employee retention, but it is important to implement these strategies in a way that works for your team on an individual level. Recent studies indicate that workers today are reporting better wellbeing in a hybrid set-up. The IWG survey also found benefits like improved quality of sleep, more ability to exercise, access to healthier meals, and lower self-reported stress levels.
Mark Dixon, IWG’s chief executive, explained that the survey shows “The substantial health and wellbeing benefits to those working in the hybrid model, with workers using the time saved from commuting less to enjoy an improved quality of life and work/life balance”.
Contact centres: A perfect fit for hybrid work
Unlike other frontline roles, such as teachers or nurses, contact centre teams are knowledge workers who primarily operate from desks. This creates opportunities to embrace hybrid work models that are both feasible and advantageous.
While some industries and businesses may require proximity to a centralised team or on-site infrastructure, many contact centre roles can be performed remotely without compromising on quality or efficiency. Success comes from understanding which work models align best with the demands of specific campaigns and brands.
Tailoring hybrid models to fit diverse needs
There’s no one-size-fits-all approach to hybrid work in contact centres. The variability of campaigns, industries, and security requirements means flexibility needs to be applied thoughtfully.
Creating a successful model means balancing:
- Industry-specific needs: Sectors such as government or finance often require stricter security protocols, necessitating on-site roles. In contrast, industries like e-commerce can accommodate remote work more easily by leveraging secure cloud solutions.
- Campaign demands: High-pressure events, like disaster response campaigns, may require teams to be on-site for faster training and closer supervision. Meanwhile, ongoing sales campaigns can often be managed remotely with pre-scheduled check-ins.
- Employee needs: A report by the BBC found that in one workplace, 40% of participants ‘found it difficult to participate with others in hybrid meetings’ while ‘workers with the fewest in-person days reported the greatest work-life balance’. To maintain team culture and collaboration, consult your staff regularly to ensure your working arrangement is meeting their needs.
Measure performance across models
The contact centre industry is especially well-equipped for tracking performance, with metrics like response times, resolution rates, and customer satisfaction already deeply embedded as standard benchmarks, regardless of where employees work. These data points can be used to track accountability and performance, but also a notable tool in optimisation tracking within new or established hybrid working environment.
In late 2023, software company Scoop released a report analysing the work-from-home and hybrid/flexi working models in the UK. The reported data gathered between 2020 and 2022 showed how fully flexible companies experienced a 21% revenue growth—a substantial improvement from the 5% increase seen by offices that required predominantly office-based arrangements.
Technology is the backbone of hybrid success
While this may seem obvious, it is worth emphasising that the right technology is essential for making hybrid work efficient and effective. To ensure a hybrid model succeeds on multiple fronts, businesses must consider which technologies to embrace and which to phase out.
Consider these key categories:
- Cloud-based solutions: Transitioning contact centre operations to the cloud enhances flexibility while enabling real-time updates across channels. This supports omnichannel engagement, a must-have in the current customer service landscape.
- Collaboration tools: Fast-paced contact centres thrive on efficient collaboration. Modern tech tools bridge the gap between remote and on-site teams, making it easy to share knowledge and adapt quickly to changing needs.
- Employee engagement platforms: Platforms that connect employees beyond work-related tasks can strengthen team cohesion. For example, an internal social platform can help employees connect beyond traditional work channels.
Optimising hybrid work is now the focus
The implementation of hybrid work structures is well and truly established; it’s the ongoing optimisation that businesses are now focusing on. By embracing workforce flexibility, investing in the right technology, and focusing on performance-driven solutions, organisations’ contact centres can deliver exceptional results for both employees and customers.
TSA are Australia’s market leading specialists in CX Consultancy and Contact Centre Services. We are passionate about revolutionising the way brands connect with Australians. How? By combining our local expertise with the most sophisticated customer experience technology on earth, and delivering with an expert team of customer service consultants who know exactly how to help brands care for their customers.