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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."
"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."
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)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 as clients globally. Teleperformance was founded in 1978 in Paris, France and our U.S. based operations, headquartered in Murray, Utah, was founded in 1993. Since then, expansion has been fueled by organic growth through additional volume awards by satisfied clients, and through acquisitions. Teleperformance has 300,000 plus employees operating within 400 Centers in 80 countries and supporting 190 countries globally offering more than 265 different languages and dialects and interacting with the world's population.
"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."
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)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 directory publishing and advertising services.
Gene Schaedel Call Center Management Consultant United States
"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."
"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"
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)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 and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
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)ConvergeOne is one of the leading business communications specialists. With skills in Cisco based infrastructure, including security and wireless, collaboration, datacentre, virtualisation and storage technology. ConvergeOne works with its clients to deliver real business benefits that result in improved communications and efficiencies business wide.
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)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 and where your agents are utilized and deployed.
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.
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)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.
The mandate of BPESA is to create jobs. It does this by raising awareness of the industry’s potential internationally thereby assisting in attracting new investments. It achieves this by helping to create an enabling environment for investments to thrive and grow – developing the skills base, supporting SMEs, and providing linkages to national and regional government, ensuring the implementation of pro-growth policies.
BPESA’s mission to promote job creation in the South Africa BPO industry. This is achieved through the promotion of:
• Investment
• Networking/Industry Development
• Skills Development
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.
"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."
"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."
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)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 entirely from home, handling enquiries over the phone as well as via email, webchat, text and social media. Sensée’s UK-wide recruitment reach and remote employee-centric ecosystem create accessible careers for people anywhere, and sustainability for our planet and communities.... while our secure working practices ensure that we are FCA authorised as well as ISO accredited.
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)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 International is the global arm of TELUS, one of Canada’s largest telecom companies.
"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."
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)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 people to provide clients with the best customer service on the planet. Located throughout the U.S., BAs serve as a seamless extension of leading brands delivering memorable customer experiences that generate customer loyalty and drive business growth.
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: ContactCenterWorld 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 'ContactCenterWorld.com'. We were established in 1999.
Today's Tip of the Day - Do Your Agents Have All The Right Tools?
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.
15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!
100's of best practice tips and ideas from contact center professionals Read More...
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ContactCenterWorld 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 'ContactCenterWorld.com'. We were established in 1999.
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