So a year on, how would you describe how the pandemic has affected your company and how you work? If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
Realpage had a committee that has help guide us through the entire pandemic! In March 2020 our company set up hundreds of laptops, monitors to help our teams be functional working from home. My entire team of 17 last March was processed within a two week period. I am thankful and pleased with the role the committee played in keeping us in step with the pandemic. No layoffs! Just taking care of our customers!
If you operate a contact center how would you describe it today? 100% work from home? Work in a socially distanced center? Hybrid? Share some details
Currently, the majority of our contact center world wide is working from home. In late spring however this should be changing to a hybrid model.
When the pandemic hit and if you had to adapt, what went well or better than expected in the change of the way you work?
The whole transition was pretty amazing! Greatest challenge was getting used to working from home and not having the interaction of our team.
Since the start of the pandemic, has call, email, chat traffic increased, decreased or stayed the same? AND, how? Share some details on what you have noticed
Call and email has increased and not sure about the chat info. I don't have that data.
Before the virus hit, did you have an emergency plan should something like this happen? If so, did your plans work as expected?
We did have a response team and from that the Pandemic Committee has initiated changes from time to time so that we can have the greatest positive impact on our callers. One thing that really helped was the emergence of virtual tours versus physical and meetings via Zoom and TEAMS.
In the early days of the pandemic there were lots of ideas how to keep staff now working from home motivated - What activities / things did you do that worked well?
Touching the team through TEAMS has been extremely helpful.
If you could go back in time and could plan for a pandemic, what would you do differently and why?
I believe that leadership handled the pandemic to the best of their ability and that has made us a stronger and an even more viable and profitable company, Realpage!
How often do you meet with your team / colleagues and how? Zoom? Skype? Other? Also, how well does this work for everyone?
Weekly via TEAMS and larger meetings on Zoom. No issues noted.
Have you found colleagues are working harder, about the same as before. or maybe a little less, and why do you think that? Please explain
There have been distractions that had to be overcome in the home. Once expectations were reset, all are producing on my team at a high rate.
Longer term, do you think you may continue working like you do today, or do you think you will get back to like it was before the pandemic hit us all?
I love being involved face to face, so, whether it is physical distancing or via TEAMS or ZOOM I am all in!
If the pandemic did not really affect you tell us why - what made it a non-event for you?
It took an adjustment personally for me. I read body language and facial expressions. These don't lie. :)
How do you now train staff? How is this method working?
I have interaction with my team weekly regarding production, giving feedback that gives way to continued growth and learning.
What have you noticed in terms of staff turnover since the pandemic? Any changes? Why do you think there has been a change (if any)
No turnover on my team. I have a tenured team with great experience.
Do you think your company is now better prepared to deal with a crisis like this or any other crisis (flood, fire, earthquake, hurricane etc) if it happens in the future, and if so why?
Yes, I believe practicing for emergency preparedness and having LMS class at our Realpage University keeps us involved and on track to endure and exceed expectations in any situation.
Do you think the company you work for appreciates staff more and shows appreciation more now because of the pandemic, or does it feel like you get the same or maybe even less appreciation?
I believe that there is a great appreciation from leadership to line staff and vice versa.
If you manage a team - how have you coped with the change?
One day at a time. My job is to have a positive impact on one person each day that is within the scope of my influence. If I do that and do it well my team will follow and give their greatest effort daily.
If you are part of a team that worked closely together face to face, how do you feel now working in a different way? Maybe more remotely?
This is different but we have adapted. I look forward to our hybrid model in late spring.
If you are a manager, how do you help your team if they are struggling with personal issues at home or anxiety about the future?
Listening is the key! Value what my team is going through and help them walk through their trials together.
Many people were concerned about security of information with remote agents - how have you handled this in your business so it's not an issue?
Our company has been phenomenal in this area!
Lastly, any other comments or opinions you can share about the effects of this pandemic on your business or the people working in your company?
It is a team effort, whether in the same office, in different homes, in the same city or in another city around the world! We do it together for Realpage, and for each other! With this mindset, everyone wins! :)
Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States.
Published: Thursday, May 6, 2021
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