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.
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!
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?
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.
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.
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 firstname.lastname@example.org. For more information about AnswerOn, go to www.answeron.com.
Conferences and Meetings
More information available at https://www.qatc.org/events/upcoming/.
|QATC & SWPP Regional Meeting||June 19, 2019||Costco Call Center,
|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,
|Customer Service & Experience Summit||September 16-17, 2019||Leonardo Royal Hotel,
|QATC Annual Conference||September 17-19, 2019||Hilton Downtown Hotel,
|Customer Contact Week Fall||October 7-11, 2019||Hilton Hotel,
|QATC & SWPP Regional Meeting||October 15, 2019||Eversource Call Center,
|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,
|QATC & SWPP Regional Meeting||December 5, 2019||Cox Communications Call Center,
Mark Your Calendar
2019 QATC Annual Conference
Tuesday-Thursday • September 17-19, 2019
Hilton Downtown Nashville • Nashville, TN