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Article : Lingering Concerns

No matter how much the advantages of remote workers are flaunted and raved about, many managers still cannot shake their reluctance of the whole at-home workforce. What are some of these concerns that keep so many companies from embracing this effective strategy? We asked industry professionals to help identify them.

Dean LaGrow
Call Center - Manager
Phlanges Design
United States

"A lot of managers feel if they can not see their team they lose control. It is typically an ego adversion."

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"I think a trust factor is essential for remote working to succeed from a management position and therefore until this is effective, remote working will not be properly accepted within the organisation. Eradicating the perception that remote workers gain additional priviledges because they do not come into the office daily needs to be consistently re-inforced by the remote worker and their managers. Therefore, it may be difficult for organisations to put into place different management styles, procedures and practices to make remote working a successful and positive job function."

Pamela Smith
EVP, Marketing
Teleperformance United States
United States

"Security, control"
About Teleperformance United States

Teleperformance is a global provider of customer experience management and global technology solutions through the implementation of RPA, AI and BOTS. We have nearly 80% of the Fortune 1000 companies... (read more)
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Russ Kulow
Sales Director
United States

"I see two main reasons:
First a fear that, regardless of their ability to monitor home agents through statistics and reports in real time, supervisors cannot "eyeball" a portion of their population. Second, there have been concerns that home accidents could be construed as insurance risks."
About AT&T

Recognized as a worldwide provider of IP-based communications services to businesses, AT&T is also a provider of wireless, high speed Internet access, Wi-Fi, local and long distance voice, and directo... (read more)
Gene Schaedel
Call Center Management Consultant
United States

"Fear (unfounded) about the security of data."

Mike Boyle
United Kingdom

"My experience is that companies have heard too many stories of where remote working has failed due to inadequate selection and training or from the less professional examples where remote workers are really franchisee agents. In the contact centre environment, there are also the costs associated with building offices in peoples' houses with appropriate security considerations and management overhead. However, when compared to the costs of running a monolithic contact centre/purchasing a new building, remote working can be easily cost justified."

Malick Mohamed
Center Manager
Ikas Technologies

"Fear of losing value with existing employees, backlash from Society, Need of data security requirements."

Natalie Romano
Managing Director
United States

"Fear of not being able to monitor or manage employees effectively and consistently. Confidence in remote technology solutions, etc.
Depending on the industry, security and legal concerns may also be an issue.
Not sure where to start or how to enable remote workers"
About Avaya

Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an... (read more)
Barb Courneya
United States

"Security, Don't trust their workers"
About ConvergeOne

ConvergeOne is one of the leading business communications specialists. With skills in Cisco based infrastructure, including security and wireless, collaboration, datacentre, virtualisation and storage... (read more)
Angie Tay
Country Director

"1. Data Security"
About TDCX

TeleDirect is only as successful as the agents we assign to our client accounts. We provide exceptional customer service and support for you and your customers by giving you the option of how, when an... (read more)
Ken Karchinski
Director Call Center Sales
Aer Lingus
United States

"Feeling they have to see employee."
About Aer Lingus

Aer Lingus Group Plc is the national flag carrier of Ireland. It operates a fleet of mostly Airbus aircraft serving Europe, North Africa, Turkey and the USA.
Sipho Zungu
South Africa

"Risk, data security, performance management (real-time)"

BPESA operates both as a specialist investment promotion agency for business process outsourcing (including contact centres) and as a national trade association and networking body for the industry. ... (read more)
Richard Melling
United Kingdom

"they do ot understand the technoligy available to help them and believe thatid they cannot see a an agent then they cannot control them."
About Wavenet

UK Data IT Ltd provides services to help companies who make outbound calls for sales, marketing, debt recovery, canvassing of opinion, charitable donations and market research.
Richard Walters
Commendium Ltd
United Kingdom

"Control issues"
About Commendium Ltd

Commendium Ltd offers eCommerce, blending marketing, telecommunications and customer services.
Diane Peirce
Call Center Director

"Concerns regarding security, confidentiality"

Babumohanan Kv

"1.) They are not familiar with the system. 2.) They may be ashamed of sending the work somewhere else instead of employing local people. 3.) Communication works well when you see somebody face to face."

Steve Mosser
United Kingdom

"The old adage: "I can't manage what I can't see" or "it's difficult enough in the call center, how can it be possible if we are not face-to-face". Also information and data security is perceived as a danger. Again, these are perceived issues, the reality is the opposite."
About Sensée

Sensée helps UK organisations to improve their business performance and provide customer service. Our team of service advisors (as well as our support and management staff) are employed and work entir... (read more)
Dennis Cooper
Product Manager/Director
TELUS International

About TELUS International

TELUS International - a global contact center outsourcing, BPO and ITO company with delivery centers around the world, including in Canada, the United States, Central America, Europe and Asia. TELUS I... (read more)
Jacob Murray-White
General Manager
IVE Group Limited

"Perceived sense of lack of control.
Concerns about security
Belief that its is harder than it is."

Mary Naylor
VIPdesk Connect
United States

"I believe that the sense of giving up control is a big reason why many companies are reluctant to deploy remote workers. It is absolutely incorrect that you are giving up any control by utilizing a remote workforce--the opposite is actually the case. You are empowering your team to take more responsibility for their own success and failure. VIPdesk utilized performance-based management--all of our team members know what metrics their performance is being evaluated against, and how these metrics are related to company goals. Thus, everyone knows what is expected of them, which has proven to be very successful."
About VIPdesk Connect

VIPdesk Connect, a U.S. based provider of outsourced home-based customer care services, utilizes a home-based team of Brand Ambassadors (BAs) located across 23 States. VIPdesk Connect hires awesome pe... (read more)
Gina Minas
Manager, Health Resources
Northwestern Memorial Hosptial
United States

"Old school thinking that you need to be at work in order to be productive. Privacy laws- allowing confidential information out of the business."

Jacqueline Forsythe
Triage Nurse Manger
Detroit Medical Center
United States

"Having the ability to monitor the work of staff"
About Detroit Medical Center

The Detroit Medical Center is a Detroit-based non-profit corporation that owns and operates nine general and specialty hospitals in southeast Michigan.
Martin Catchpole
Operations Director
Call Catcherz Ltd
United Kingdom

"Security, lack of Control, They are uneducated in this field and want other companies to try before they buy etc."


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Do Your Agents Have All The Right Tools?

Read today's tip or listen to it on podcast.

Published: Friday, October 30, 2009

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2020 Buyers Guide Visual Communications


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
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