Remote working is steadily starting to become the norm for contact centres across the globe, and for millions of businesses in the UK, it is highly likely that this style of working is here to stay.
Since the Coronavirus pandemic emerged and government measures on social distancing were enforced, offices have closed and contact centres have had to swiftly transition to a virtual organisation. Around 74.1% of contact centres around the world have moved some, if not all, of their agents to full-time home working, as reported by Nemertes Research.
Additionally, they report that 70.7% of all businesses will allow their agents to continue working remotely even after all restrictions have been lifted.
This transition shouldn’t be taken lightly, however, and it is important for contact centre leaders to recognise the significant change that is currently taking place and to understand how it will affect business operations if they do not attempt to adapt to the situation.
This guide addresses the main advantages and disadvantages of remote working for contact centre staff and provides three key tips for leaders to help them maintain business resilience and help their staff adapt during this challenging period.
Since the Coronavirus pandemic emerged and government measures on social distancing were enforced, offices have closed and contact centres have had to swiftly transition to a virtual organisation. Around 74.1% of contact centres around the world have moved some, if not all, of their agents to full-time home working, as reported by Nemertes Research.
Additionally, they report that 70.7% of all businesses will allow their agents to continue working remotely even after all restrictions have been lifted.
This transition shouldn’t be taken lightly, however, and it is important for contact centre leaders to recognise the significant change that is currently taking place and to understand how it will affect business operations if they do not attempt to adapt to the situation.
This guide addresses the main advantages and disadvantages of remote working for contact centre staff and provides three key tips for leaders to help them maintain business resilience and help their staff adapt during this challenging period.
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The pros and cons of remote working for contact centre agents
There is no denying that there will be both benefits and drawbacks to transitioning your staff to home working, but a good leader needs to recognise both aspects in order to help their staff adapt to the situation and continue to provide the services that customers require and expect.
Advantages
- Leaders no longer need large working premises for employees - facility overheads can therefore be reduced.
- Agents can have a better work-life balance as they no longer need to commute to work.
- A better work-life balance contributes to improved employee motivation and engagement, further helping the business avoid losing its customer base.
- Leaders have the opportunity to improve their business continuity plans (BCP).
- Most employees prefer working from home according to recent research, especially if they have the right tools to do so, which means that there will be a reduction in agent turnover.
- Provided leaders have adapted to the Covid-19 crisis and implemented strategies to help staff, their employees will have a greater sense of loyalty and respect towards the company, which, in turn, delivers the results you need in order for your business to move forward in line with these changing times.
- The retention rate of your business will be maintained, if not significantly improved. According to growth strategy consultants Frost and Sullivan, the retention rate for agents when working at home is 80%, in comparison to just 25% for those working in an office-based environment.
- Leaders can look at implementing digital channels and cloud-based tools to improve efficiency and help agents deal with the increase in query volumes while working at home.
While there are clearly benefits to remote working for contact centre agents, leaders must address the drawbacks and potential risks, too. After all, your organisation will not reap the rewards of all the advantages listed above without doing so.
You might like: Bill Sharpe’s 3 Horizons Model - How to Plan for Long-Term Change in Contact Centres.
Disadvantages
- Contact volumes have soared due to Covid-19, so without the right cloud-based technology to cope with this, there will be an increase in the number of unsatisfied customers as they have to wait longer to receive answers to their queries.
- While leaders may see improved engagement levels from agents, there is a high risk of employees losing motivation if they are not given the right tools and support, which will reduce productivity and lead to unfulfilled goals.
- Many employees who are working at home do not have the technical capabilities that they had in-house, and they may not always have a good internet connection like they did in the workplace. As a result, staff may lose interest in the company over time.
- Contact centre leaders who wish to maintain a home-working operation are faced with the challenge of re-evaluating their existing engagement strategies, both for their agents and their customers.
- The resilience of customer support teams are currently being challenged on a daily basis.
There are clearly many factors that contact centre leaders and managers need to consider before implementing a change management plan that will help their business adapt to Covid-19 and move forward successfully.
By being fully aware of the pros and cons involved with remote working, leaders can then look at ways that will help them adapt to this new style of working.
For further information on the impact of remote working for contact centres, see David’s blog: How Covid-19 is Shaping the Future of Contact Centres.
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3 tips for contact centre leaders - How to address risks and adapt to home working successfully
There are three key things that leaders and managers need to be considering right now to ensure their business doesn’t become ‘unfit for business’.
1. Provide agents and customers with adequate tools and technology
Asynchronous digital channels and cloud-based messaging tools for conversational commerce have already helped thousands of businesses adapt to the new working world that Covid-19 has brought about, where calling has become a time-consuming, obsolete way of communicating for many customers and using automated digital tools, such as chatbots, that provide instant responses has become one the most preferred ways of getting queries answered.
Common digital communication tools include:
These cloud-based tools not only offer efficiency for customers and contact centre agents alike, but a significant number of people admit to feeling more comfortable with this style of communication, or they are at least getting used to the idea.
YouGov reports that a large proportion of British consumers (69%) prefer to communicate with brands and businesses via text messaging platforms instead of phone calls, particularly when they are already facing long, tedious waiting times while on hold.
It is also widely known that younger generations, more commonly known as Millennials and Generation Z, are more familiar with this type of communication, so if companies do not implement asynchronous communication now, they risk losing a substantial customer base.
For these reasons, now is the best time to get on board with these types of cloud-based channels to help your customers get the best answers to their queries as quickly as possible, as channels like live chat are expected to develop by as much as 87% in the next year to 18 months, according to SuperOffice.
As opposed to a lot of older “on-premise” systems which require servers and hardware, these cloud-based tools enable employees to carry out their roles while working at home and do so efficiently, as they just require an internet connection. In turn, customer satisfaction is then amplified and business goals are continually met.
Read more: Top 3 Things to Consider When Integrating Chatbots into Customer Support
Common digital communication tools include:
- SMS
- Facebook messenger
- Instagram messenger
- Apple business chat
- Live chat on the company’s website
- Chat bots (automated conversation for basic queries)
These cloud-based tools not only offer efficiency for customers and contact centre agents alike, but a significant number of people admit to feeling more comfortable with this style of communication, or they are at least getting used to the idea.
YouGov reports that a large proportion of British consumers (69%) prefer to communicate with brands and businesses via text messaging platforms instead of phone calls, particularly when they are already facing long, tedious waiting times while on hold.
It is also widely known that younger generations, more commonly known as Millennials and Generation Z, are more familiar with this type of communication, so if companies do not implement asynchronous communication now, they risk losing a substantial customer base.
For these reasons, now is the best time to get on board with these types of cloud-based channels to help your customers get the best answers to their queries as quickly as possible, as channels like live chat are expected to develop by as much as 87% in the next year to 18 months, according to SuperOffice.
As opposed to a lot of older “on-premise” systems which require servers and hardware, these cloud-based tools enable employees to carry out their roles while working at home and do so efficiently, as they just require an internet connection. In turn, customer satisfaction is then amplified and business goals are continually met.
Read more: Top 3 Things to Consider When Integrating Chatbots into Customer Support
2. Ensure colleagues and agents are provided with adequate training on new tools
While highly effective messaging channels and automated tools like chat bots have already helped a considerable number of businesses handle the spike in customer queries since Covid-19, leaders must understand that simply providing your employees with these new tools is not enough.
Of course, your contact centre agents will need adequate training on the new cloud-based tools you are planning on implementing into your business operation, so that the transition can be carried out smoothly.
Employees will need to be provided with training in the form of user guides, knowledge articles, scripts and tailored prompts that clearly explain how the platform works, how they can use it to carry out their job effectively and efficiently, and how doing this will result in better performance and customer satisfaction, even while they are working from home.
If there is the chance that they may face difficulties or complications along the way, they will need to know who to contact and what steps to take in order to solve the problem. So instead of feeling left in the dark, they will have more confidence during a time where they may be feeling extremely isolated, therefore boosting their engagement, motivation and job role satisfaction.
According to a report conducted by McKinsey & Company, satisfied agents are 8.5 times more likely to stay than leave within a year, and are 3.3 times more likely to feel extremely empowered to resolve customer issues, meaning that employee satisfaction and retention both improve.
By supplying this support to your agents, you are maximising the potential for delivering better value for customers, and overall, you are helping your business adapt to the Coronavirus pandemic.
Read more: How to Make Your Business Move Successfully to Full-Time Home Working
Of course, your contact centre agents will need adequate training on the new cloud-based tools you are planning on implementing into your business operation, so that the transition can be carried out smoothly.
Employees will need to be provided with training in the form of user guides, knowledge articles, scripts and tailored prompts that clearly explain how the platform works, how they can use it to carry out their job effectively and efficiently, and how doing this will result in better performance and customer satisfaction, even while they are working from home.
If there is the chance that they may face difficulties or complications along the way, they will need to know who to contact and what steps to take in order to solve the problem. So instead of feeling left in the dark, they will have more confidence during a time where they may be feeling extremely isolated, therefore boosting their engagement, motivation and job role satisfaction.
According to a report conducted by McKinsey & Company, satisfied agents are 8.5 times more likely to stay than leave within a year, and are 3.3 times more likely to feel extremely empowered to resolve customer issues, meaning that employee satisfaction and retention both improve.
By supplying this support to your agents, you are maximising the potential for delivering better value for customers, and overall, you are helping your business adapt to the Coronavirus pandemic.
Read more: How to Make Your Business Move Successfully to Full-Time Home Working
3. Re-evaluate current approach to meetings and engagement
The heart-breaking reality of remote working is that thousands, if not millions, of employees are not only more likely to feel less motivated, but loneliness is becoming an increasing issue.
While many agents will be working from home and contending with things like parental duties or a lack of work space, others will be at home each and every day with no one to talk to at all, apart from the customers they need to interact with.
Total Jobs has reported that 55% of workers are currently feeling lonely while working from home and on top of this, 86% of people have admitted to feeling concerned about their colleagues who may be feeling lonely or suffering with their mental health.
This heightened sense of loneliness could therefore have an impact on their everyday activities and quality of role performance, and so this must be addressed.
To support your employees during this difficult transition, leaders will need to re-visit their traditional approach to meetings. To boost morale and engagement, you will need to arrange more meetings - either between managers and employees, or even just between employees alone.
One way in which you could tackle this is by setting up casual meetings that involve non work-related conversation, as well as the traditional formal ones they may already be used to. This could be things like virtual coffee dates for staff or opt-in meetings that have no specific agenda or goal, but simply a chance for employees to engage and interact with one another.
While some leaders may be concerned that this could lead to time-wasting and a lack in productivity, it is likely to have the opposite effect, in fact. After a casual meeting, employees are likely to get a boost from this, which will give them the motivation to carry out their operations for the rest of the day in a positive mind-set, and that’s exactly what all leaders need from their agents right now if they want to adapt successfully to the current global situation.
While many agents will be working from home and contending with things like parental duties or a lack of work space, others will be at home each and every day with no one to talk to at all, apart from the customers they need to interact with.
Total Jobs has reported that 55% of workers are currently feeling lonely while working from home and on top of this, 86% of people have admitted to feeling concerned about their colleagues who may be feeling lonely or suffering with their mental health.
This heightened sense of loneliness could therefore have an impact on their everyday activities and quality of role performance, and so this must be addressed.
To support your employees during this difficult transition, leaders will need to re-visit their traditional approach to meetings. To boost morale and engagement, you will need to arrange more meetings - either between managers and employees, or even just between employees alone.
One way in which you could tackle this is by setting up casual meetings that involve non work-related conversation, as well as the traditional formal ones they may already be used to. This could be things like virtual coffee dates for staff or opt-in meetings that have no specific agenda or goal, but simply a chance for employees to engage and interact with one another.
While some leaders may be concerned that this could lead to time-wasting and a lack in productivity, it is likely to have the opposite effect, in fact. After a casual meeting, employees are likely to get a boost from this, which will give them the motivation to carry out their operations for the rest of the day in a positive mind-set, and that’s exactly what all leaders need from their agents right now if they want to adapt successfully to the current global situation.
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How to handle the transition to remote working successfully
By considering the pros and cons of home working and taking the above three tips into consideration, you have already taken the initial step towards reshaping and improving your business operation.
In order for your contact centre to adapt successfully to Covid-19 and this new way of working with new cloud-based communication tools, you will need to implement the right strategies, which can be daunting for many business leaders who may not know where to begin.
It is important to remember that this transition to remote working and automation for customer support must be handled in a delicate way to avoid negatively impacting employee engagement and productivity, which can have a serious impact on your business as a whole.
To carry out change successfully, leaders will need to turn to the expertise of an experienced change management practitioner who is able to implement the right strategies and change management plan for your specific business.
At Saines Business Consulting, David is a certified Prosci Change Practitioner who can help create a bespoke plan that’s tailored to your business and its needs, which will help your organisation adapt to the major change brought on by Covid-19 and continue to achieve excellence in all aspects.
For further information and advice, take a look at the services offered by Saines Business Consulting, read our useful guides or get in touch with David today, obligation-free, to see how he can help get your business moving on the right path.
In order for your contact centre to adapt successfully to Covid-19 and this new way of working with new cloud-based communication tools, you will need to implement the right strategies, which can be daunting for many business leaders who may not know where to begin.
It is important to remember that this transition to remote working and automation for customer support must be handled in a delicate way to avoid negatively impacting employee engagement and productivity, which can have a serious impact on your business as a whole.
To carry out change successfully, leaders will need to turn to the expertise of an experienced change management practitioner who is able to implement the right strategies and change management plan for your specific business.
At Saines Business Consulting, David is a certified Prosci Change Practitioner who can help create a bespoke plan that’s tailored to your business and its needs, which will help your organisation adapt to the major change brought on by Covid-19 and continue to achieve excellence in all aspects.
For further information and advice, take a look at the services offered by Saines Business Consulting, read our useful guides or get in touch with David today, obligation-free, to see how he can help get your business moving on the right path.