The RTO Reckoning: Why the Gig Model Is the Future of Customer Service

By Robert Padron, Chief People and Experiencer Officer

The headlines aren’t lying. The push to return to the office is gaining steam. But at what cost?

What was once thought to be a temporary solution in COVID’s path became the new norm for many employees across the world. Five years later, flexible work-from-home options have dropped by 25%, with nearly half of employers requiring their talent to be in-office four to five days a week.

For many, including those in customer service roles, these mandates feel like a step backward. Previously bound by rigid schedules and centralized call centers, CX agents now seek employment opportunities that offer a better work-life balance and greater autonomy.

That’s where the gig model comes in. The gig model gives workers the freedom to create their own schedules as home-based entrepreneurs. It’s a transformational shift in how companies can deliver consistent, high-quality support while connecting to professionals who do their best work on their own terms.

Let’s look closely at this option for HR teams to source alternatives for resources as they are making their RTO decisions for CX teams.

Rigid RTO Means Rising Attrition

Many assume that returning to the office brings higher productivity, collaboration, and culture-building, but most RTO requirements are one-size-fits-all, and it shows. When both employees and contract workers aren’t met with what they need to succeed, they’ll find someone who will accommodate them. A survey by Future Forum found that 75% of people who aren’t happy with their level of flexibility will look for new opportunities.

Assuming every employee or contract worker has identical needs and preferences both inside and outside of work fails to recognize the diverse realities of today’s workforce.

The impact is especially acute for those who already face structural challenges in the workplace: parents juggling caregiving, employees with disabilities, and people in underserved communities. For them, inflexible RTO requirements are inconvenient and exclusionary. Commuting costs, limited access to childcare, or the physical strain of daily travel can turn an otherwise great role into an unsustainable one.

In customer service, the disconnect becomes even clearer. CX agents don’t need to be in a cubicle to do their jobs well. CX agents’ main priority is to solve customers’ problems quickly and effectively. Having a distraction-free, quiet place to do so versus being in the midst of the office hustle and bustle helps.

Yet, too often, companies conflate presence with performance. Yet, the opposite is often true. In 2024, the Bureau of Labor Statistics reported that productivity increased as remote work increased across 61 industries.

When productivity is measured by time spent in a seat rather than outcomes delivered, it erodes trust and fosters anxiety. CX delivery teams feel monitored rather than empowered, which ultimately diminishes service quality and weakens business results.

The Gig Model as a Solution

If flexibility is often more valuable than face time in CX roles, what do leaders do? How do you meet rising demands for flexibility without sacrificing service quality or operational efficiency? Instead of one-size-fits-all RTO policies, leaders should consider gig work for CX professionals.

Companies can tap into talent available in a two-sided marketplace like the Arise® Platform to outsource their CX needs. They help organizations move quickly on sourcing and get immediate access to broad expertise for both simple and complex work. Also, since agents, called Service Partners in the Arise model, create their own schedules, organizations are met with 24/7 global coverage, which guarantees round-the-clock support for customers. Both are great things and standard benefits of CX outsourcing for years.

But we also can’t operate as if we’re living in the CX world of the 90s. A lot has changed since the days of manually routing support tickets and data entry. Today’s outsourcing partners can vet, onboard, and manage thousands of gig CX professionals in a completely touchless environment with technology tools that include assessments, virtual classroom learning, and AI-powered learning simulations that replicate on-the-job practice. Leaders have access to dashboards – from scheduling to security, compliance, and performance management – to meet customer demands as they ebb and flow.

Automation and AI are also proving their worth in supporting both customers and the distributed workforce. By using generative AI to curate call scripts and provide real-time insights, Service Partners can upsell and cross-sell different products and services no matter where they’re working from. This combination of tech and talent creates a strong support model that doesn’t rely on centralized offices to deliver personalized, on-brand service.

Confined RTO policies also hinder professional development by forcing skilled workers into narrow roles and routines. Gig-based CX work offers the autonomy to design careers on their own terms. Over time, they can select projects that align with their interests and build expertise in specialized areas, positioning themselves for higher-paying opportunities in the future without being tied down to a specific schedule or location.

That kind of model is rare in traditional CX settings, and it’s exactly what today’s CX workforce is asking for.

Instead of following in the RTO footsteps, forward-thinking organizations should prioritize flexibility, especially in customer service. The result? A more engaged and sustainable CX delivery group, greater operational efficiency, and stronger, more consistent customer experiences. Meeting workers where they are isn’t just the right move – it’s the smart one.

[To share your insights with us, please write to psen@itechseries.com ]

The post The RTO Reckoning: Why the Gig Model Is the Future of Customer Service appeared first on TecHR.

Search This Blog

Tech news