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Article : Potential Pitfalls with Remote Workers

We keep hearing about all the positive things that a remote worker program can bring to a company, but surely there are still some negative aspects that need to be addressed. We asked industry professionals what they believe to be the potential pitfalls of employing remote workers.

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

"From an employee's perspective, they sometimes feel excluded from the company as a whole, can sometimes feel less motivated, as they miss out on regular feedback, office banter and relationship building with the internal customer. From an employer's perspective, a different style of management is required and a bigger element of trust required to make remote working successful."

 
Mow Chung
Head of Business Consulting - Business Solutions Group: New York Metro
BT
United States

"measuring their productivity; security; trust"

About BT

BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all... (read more)
 
Barb Courneya
Director
ConvergeOne
United States

"Security, Isolation, Potential background noise"

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
EVP
TDCX
Singapore

"1. No visibility by supervisors who need to have a feel and touch of their team members
2. team synergy is lacking
3. Data security issues, workers at home can copy or extract all the information
4. Gen X workers might not like this idea"

About TDCX

Singapore-headquartered TDCX provides digital CX solutions, enabling brands to acquire new customers, to build customer loyalty and to protect their online communities. TDCX helps clients achieve t... (read more)
 
Ken Karchinski
Director Call Center Sales
Aer Lingus
United States

"The potential pitfalls are staff not feeling in touch with the company.
ie. feeling of isolation.,"

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.
 
Richard Melling
Director
Wavenet
United Kingdom

"not having an adequate hosted system for remote workers to use effectively- if there is no accountability for time and performance then remote workers can 'hide'. ALso training can be more problematic, but this too can be solved with good remote systems allowing supervisoer listening and scoring."

About Wavenet

Wavenet is a trusted supplier of unified communication solutions to thousands of businesses, including Telephony, Internet, Cloud, Security and Mobiles.
 
Dennis Cooper
Product Manager/Director
TELUS International
Canada

"- Becoming disenfranchised with organization
- Quality control
- Distribution of confidential client information"

About TELUS International

TELUS International (NYSE and TSX: TIXT) designs, builds and delivers digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the ful... (read more)
 


"Honestly cant think of any, other than making sure that the remote agents really want to be working at home. People seeking full time "Bricks and Mortar" work will invariably return to that environment."

 


"Social isolation, lack of reliable equipment, technology issues- computer slowness, voice quality"

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Wednesday, October 28, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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