Top 5 Best Practices for Successfully Transitioning from Onsite to an At-Home Contact Center Workforce

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. The good news is that it not only can be done, it can be done very quickly and successfully.

This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home contact center workforce to achieve the best outcomes.

1. Communicate often and clearly to employees and customers.

During any transition, it is extremely important to keep employees and customers informed of any policy and procedural changes that will affect them. Use a variety of communication channels and provide clear and consistent communication. Collaborating with your agents will help them stay engaged and feel a stronger sense of community. Reassure your employees and customers that their welfare and best interests are your primary concern.

2. Provide a secure at-home work station so agents can effectively work remotely.

Ensure that agents have a high-speed internet connection and a desktop or laptop computer that meets your company’s specifications. They will also need headsets and power backup, and VOIP via home broadband and a VPN connection to the corporate network for secure access to enterprise applications. Consider creating a checklist of requirements and a testing process for each employee. If they do not have the right setup, you may need to work with them to provide it.

3. A cloud-based contact center makes the transition to a remote workforce, quick and easy.

Access to CRM is also crucial for providing agents with the latest customer data. Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience.

4. Training and coaching to deliver the highest level of customer service

Meeting the challenges of dealing with the magnitude of the current pandemic is new for everyone. We are all learning as we go. Training and coaching have never been more vital to success. Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs.

5. A collaborative environment is crucial for supporting remote workers

Your employees are used to in-person contact with managers and other team members. Encouraging and even rewarding remote collaboration can go a long way to address feelings of isolation and keep all employees engaged. Internal chat tools can help, as well as daily video standups and team check-ins. Be sure to ask agents for their feedback and ideas to help them stay connected and strengthen their sense of community.

Making the Change with Confidence

Right now, for many companies, keeping your employees healthy and safe often means providing options for them to work from home. Shifting your operations to a remote working environment isn’t easy. But it is possible – with a high level of communication, an appropriate work setup, cloud-based technologies, ongoing training, and collaboration. With the right partner, it can be done very quickly, so you can get back to what you do best, providing extraordinary service to your customers.

Additional Resources:

Webinar: From Onsite to Fully Remote Operations at Perdoceo Education – A CIO’s Perspective  •  Watch the webinar
What happens when a global pandemic throws a wrench in your plans? The CIO at one of the largest for-profit post-secondary higher education providers, suddenly found himself converting a Work from Home trial run for 5% of his contact center agents into a company-wide endeavor when COVID-19 struck. Yet Dave was able to leverage the Noble Contact Center solution to transition his agents to 100% WFH within a week! Join us for an in-depth discussion covering their transition process. We’ll take a look at the pre-planning stages, discuss the struggles of deployment, review current trends impacting contact centers, and explore what the “new normal” is going to look like moving forward.

Noble Systems Offers Help for Contact Centers With a Quick Transition to Work-From-Home and Employee Engagement Tools  •  Read
With more than three decades of experience in the contact center and employee engagement industry, Noble is helping companies maintain business continuity during the COVID-19 crisis by transitioning their contact centers to remote and work-from-home environments — in as little as 2 days. 

Webinar On-Demand: Strategies for Success in the Post-Pandemic Contact CenterWatch the Webinar
The contact center industry is accustomed to navigating external events that drive change. However, the changes caused by the COVID-19 pandemic are unprecedented for even the most nimble organizations. “Business as usual” has been upended for the foreseeable future, and the entire industry is re-prioritizing its use of technology and management systems. The strategies that drive the contact center industry in 2020 and beyond are different from the past. Join us as we discuss some of these strategies, including: Utilizing automation for positive CX; Empowering work-from-home (WFH) and remote agents; and Migrating to cloud-hosted software.

Infographic: Top 5 Ways to Motivate Employees Get the infographic
Contact center morale is important – even more so in today’s environment. Keeping your employees together in goals and performance while they are apart physically is critical.