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.

Join us for the Spring 2019 Quality Excellence Web Seminar Series: Building A Quality Program That Drives Business Results

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Call Center Quality Excellence Web Seminar Series

The seven-part series will be delivered as 60 minute web
seminars by industry expert Deelee Freeman and runs Fridays from March 19th through April 30th at 1:00pm CDT

The First Session is FREE!

7-Part QUALITY Web Seminar Series Spring 2019
Q Qualify Your QM Program:
Determine Requirements Best Suited to Your Call Center
March 19
1:00pm CDT
U Utilize Quality Process Design:
Build a Quality Form to Support Desired Performance
March 26
1:00pm CDT
A Apply a Successful Scoring Scheme:
Measure and Motivate Agents to Perform Critical Behaviors
April 2
1:00pm CDT
L Link Quality Standards to Training Descriptions:
Create Definitions of Behavioral Expectations
April 9
1:00pm CDT
I Improve Consistency Through Calibration:
Conduct Effective Quality Calibration Sessions
April 16
1:00pm CDT
T Train and Develop Through Call Coaching:
Deliver Meaningful Feedback and Positive Reinforcement
April 23
1:00pm CDT
Y Yield Results in Your Quality Program:
Key Decision Points to Drive Improvement
April 30
1:00pm CDT
REGISTER TODAY

Web Seminar Pricing

The cost is $275 per session or $1,550 if you register for the full series. Special pricing for QATC members is $200 per session or $1,100 for the entire series.   An unlimited number of students may attend from a single web/audio connection. Additional locations may attend for an add-on fee of $75 per location per session.

Find out more about our other call center training programs at www.callcentertrainingassociates.com.