6 min
The events that unfolded over the course of the past year forced most organizations to step out of their comfort zone and implement drastic changes within a few days or weeks.
The general uncertainty forced call centers in particular to adapt and evolve to continue offering the same service to their clients from remote environments. And if one-thing organizations realized in 2020 is that most contact center agents can work from home efficiently and productively.
While the freedom and flexibility around remote working is now something that many employees continue to enjoy, some individuals, positions, and even industries may be more inclined to return to the office whenever possible. This is especially likely within a fast-paced collaborative environment like the call center; many leaders and supervisors may simply feel unable to replicate the interactivity experienced on-site in completely remote settings.
What Is the Most Sustainable Solution?
Develop a robust hybrid workforce strategy that can meet the preferences of all agents while maintaining the customer experience, whether they are interacting with an agent through a phone call or messaging employees who work from home via live chat. Ultimately, being able to deliver valuable customer experiences while offering agents the flexibility to work in the office, from home, or a combination of both, will lead to the best results.
Workforce Expectations, Changes, and Challenges
Although the move toward a hybrid workforce was already underway in many organizations, as employees continue to express their desire for more flexible hours and work environments, there was only slight progress until the pandemic hit.
Less than twelve months ago, most executives held a strong opinion on teams and the entire workforce was unable to work effectively and productively outside of the office on a consistent basis.
In this regard, up to 2021 there has been rapid progress, and employees in almost every industry and sector are now aware of how productive they can be while working from home. Specifically within the call center, most agents have demonstrated their ability to work effectively and continue to express a strong interest in working remotely or in a hybrid environment.
This accelerating change has shown the benefits associated with remote working for both employees and organizations in general, from reduced costs in physical locations and on-site technologies, more flexible job opportunities for employees, and fewer restrictions on hiring within of a geographically limited area. However, there are legitimate challenges when it comes to closely mirroring the office experience for agents.
Beyond employee preferences, organizations continue to develop a plan for an eventual return to work at the facility. The key question remains: what are the best ways to ensure agents feel good, happy, and engaged while following strict regulations?
Of course, there is no single answer; It depends on the preferences of the workforce and the general needs of the company. However, one thing is for sure, since their roles are highly customer-oriented, it is essential that agents have the equipment and technologies necessary to maintain a professional brand image. Beyond these expectations, the employee experience will remain a top priority to ensure that all agents are poised for success, regardless of their physical location.
To some extent, these changes are here to stay. Employees are happier, and equally or more productive, and organizations continue to save costs while maintaining the same level of operations. But there is still a long way to go when it comes to continuing to adapt to a hybrid work environment, leveraging new tools and technologies, and building a team for long-term success.
Agent Engagement, Flexibility, and Trust Prioritization in a Hybrid Environment
Improving the employee experience has become a major endeavor as organizations witness the long-lasting benefits of more flexible work schedules and environments. While the vast majority of the contact center workforce has become remote, executives continue to find ways to enhance the agent experience to maintain engagement and build trust.
Before the pandemic, employees gained the privilege of working from home through performance or seniority. However, this was not the “norm.” This long-term shift to widespread remote work has inherently opened the door to many questions:
- How can a company ensure that its employees are well equipped to stay engaged and focused throughout the day?
- Can all agents easily and conveniently connect with colleagues, supervisors, and clients from any location?
Most employees will not experience a complete return to their traditional work environments in the short term. In the future, the models that most organizations are considering will largely be a mix of employees working remotely and on-site, with some sort of rotation or combination of the two. As such, priorities around agent satisfaction and employee experience will remain well beyond the pandemic.
Most agents can and have experienced the same levels of connectivity, motivation, and performance regardless of their physical location.
Harvard Business Review recently conducted a survey on the neuroscience of organizational trust, and the results were revealing. Respondents whose companies were more “trustworthy” indicated that they had 106% more energy and were 76% more engaged in their work than less trustworthy organizations, and claimed to be 50% more productive.
Train Agents to Build Trust and Cultivate Growth
With most teams and call centers halting or scaling back their efforts around training and upgrading skills amid the COVID-19 pandemic through 2020, it is essential that these initiatives come to the fore as they progress volumes and workflows return to normal.
By the time employees and teams begin to return to work, it is crucial that training programs are built in a way that addresses the needs of a hybrid team.
How Do You Prioritize Training as Supervisors and Their Teams Look to Reshape Their Strategies?
a) Recognize Excellence. Most agents have been working independently of each other, which has reduced management’s ability to properly recognize when goals and accomplishments have been significantly met. Prioritizing this will lead to greater confidence and satisfaction in a hybrid team.
b) Establish Clear Objectives and Promote Transparency. Especially when agents work in different environments, it is essential to ensure that they have a solid understanding of your personal day-to-day goals and expectations, as well as the objectives of the company as a whole.
c) Promote Autonomy and Leave Room for Discretion. Once agents have been trained, give them room to work and grow with less restrictions and supervision. This will not only increase motivation, but will promote innovation that can build on your success.
d) Share Information and Promote Transparency. According to a survey by Harvard Business Review, only 40% of employees report that they are well informed about their company’s goals and strategies.
e) Build Intentional Relationships. High-performance work environments should help people develop both personally and professionally. As agents continue to work from home and eventually the office in some capacity, leaders must adopt a mindset of continuous development and growth by building meaningful relationships.
In conclusion, many times call center leaders focus on driving typical contact center efficiency metrics. But employee engagement is key to instilling an engaged workforce both in the office and working from home.
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