Transitioning Back to the Center from Work from Home

By Craig Montgomery, Answeron

There will be many adjustments for agents as they transition back to working on the floor after remote work. Commuting, working with coworkers directly again, following professional dress requirements, adjusting back to the old routine – just to name a few. For some, this transition will be overwhelming and lead them to consider leaving their current role. 

Outside of the general safety and cleaning protocols of recalling your agents to the call center, here are some considerations to make so your agents feel successful during this next transition.

Team-Building Event

Within appropriate safety and health constraints, host a team event to boost morale! If constraints keep you from having the event in person, host a virtual game hour on Fridays via video call and screen sharing. A budget for a delivered meal before or after the event could be a great touch!

Regular Check-ins

Remind agents they can come to you with issues and maintain regular check-ins with agents.  Key questions to ask: How is the transition back to the floor going—highs and lows? What organizational gains and struggles are you facing? Are you experiencing any home/work friction within the new transition?

Flexible Schedule?

If your call center has gone to a more flexible schedule system during the remote time period, plan for how the transition back to a stricter schedule and loss of autonomy will be difficult for agents.

Consolidate Digital

As agents return to your brick and mortar call center, consolidate digital channels and outline which communication methods will be the preferred method going forward. Restate to all agents how information will be delivered and how team meetings will take place.

Daily Victories!

Focus on achievements and daily victories! Highlight successes on a team and individual level.

Address the Anxiety

Returning to shared spaces will cause anxiety for many people. Help address this anxiety by having resources ready for those agents needing mental health support. Also, be transparent with policies and safety precautions being taken at the call center BEFORE agents return to the space. n

Craig Montgomery may be reached at craig.montgomery@answeron.com.  For more information about AnswerOn, go to www.answeron.com.

Events Calendar

Conferences and Meetings

More information available at https://www.qatc.org/events/upcoming/.

Event Date Location
QATC & SWPP Regional Meeting   June 19, 2019 Costco Call Center,
Issaquah, WA
Customer Contact Week June 24-28, 2019 The Mirage,
Las Vegas, NV
Aspect ACE 2019 July 29-Aug. 1, 2019 The Venetian,
Las Vegas, NV
QATC & SWPP Regional Meeting August 15, 2019 T. Rowe Price Call Center,
Colorado Springs, CO
QATC & SWPP Regional Meeting August 22, 2019 BC BS of NC Call Center,
Durham, NC
Customer Service & Experience Summit September 16-17, 2019 Leonardo Royal Hotel,
London, UK
QATC Annual Conference September 17-19, 2019 Hilton Downtown Hotel,
Nashville, TN
Customer Contact Week Fall October 7-11, 2019 Hilton Hotel,
Austin, TX
QATC & SWPP Regional Meeting October 15, 2019 Eversource Call Center,
Westwood, MA
QATC & SWPP Regional Meeting October 16, 2019 Kohl’s Call Center,
Menomonee Falls, WI
Customer Service Summit October 23-24, 2019 Marriott Brooklyn Bridge,
New York, NY
QATC & SWPP Regional Meeting November 7, 2019 Navy Federal Credit Union Call Center,
Pensacola, FL
QATC & SWPP Regional Meeting December 5, 2019 Cox Communications Call Center,
Atlanta, GA

Mark Your Calendar

2019 QATC Annual Conference

Tuesday-Thursday • September 17-19, 2019

Hilton Downtown Nashville • Nashville, TN