As American employers continue grappling with how to stay open while their office doors are closed, there are 5 long-held “concerns” that I keep hearing. Problem is, while the concerns are real, the beliefs are inaccurate. Bigger problem is, these unfounded beliefs have become enormous obstacles to creating high performing remote workforces. So I wanted to devote a few minutes to a little myth busting. Here are the 5 most common ones I hear.
Myth: Remote Workers Will be Less Productive
Somehow, this erroneous assumption, (that, if left to their own devices at home, your customer care agents will be start slacking off) has been accepted as fact. But the facts tell a completely opposite story. Studies repeatedly show that remote work arrangements lead to improved productivity. In fact, according to a comprehensive, two-year study conducted by a Stanford professor, of a 16,000 employee travel agency, found a 12% increase in performance among call center employees, a 50% improvement in employee attrition, and consistently self-reported higher job satisfaction among those workers.
Myth: You Can’t Keep Data Safe With a Remote Workforce
Here’s what’s true: if you don’t invest in the right systems, it will be more difficult to protect your data. But today, with virtual private network (VPN) technologies, two-factor authentication, proven management protocols, and a skilled IT, it is entirely possible to maintain data security. The piece that is so often missed is that data protection is not a one-time effort. It demands a continuous, long-term investment in monitoring best practices, technology upgrades, and ongoing agent and management training. Perhaps you should start reading things like this atlas vpn review so that you can figure out which of such services suits your needs best to ensure that you’re staying safe online.
Myth: At-Home Agents Feel Neglected and Become Disengaged
Actually, without the right team of highly engaging, motivating, goal-driven supervisors, this myth can easily come true. With strong supervisors on board and performance measurement systems in place, your at-home agents are likely to feel more engaged, enthusiastic, and committed to their jobs than their on-site counterparts. The key is allowing your at-home agents to enjoy the best of both worlds. Working in their own home, they’ve done away with annoying, expensive, and unpredictable commutes. They’re undistracted by hallway chatter or unwanted interruptions. At the same time, they’re able to develop a strong sense of connection to their team through a combination of virtual, on-screen communications (team meetings, one-on-one’s, recognition ceremonies, and casual get-togethers) as well as frequent, encouraging and uplifting written communications through email and apps like Slack, Zoom, Hangouts or myriad others.
Myth: I Could Never Take My Management Team Remote
I hope you’ll forgive my blunt view of this but, yes, if your current supervisors and managers are not cut out to manage effectively while 100% remote, they probably won’t be successful if you move them off site. Honestly, this is where so many efforts seem to fall apart: the failure to recognize that leading remote teams takes a bigger, broader set of skills. You’ll need to hire supervisors that are wizards of verbal and written, multi-directional communications – as well as masters of coaching, skill development, and accountability. Those people exist. But you’ll need to find them, support them, and retain them.
Myth: Your Customers Would Be Unhappy
Here’s the truth: the most satisfied customers in the world right now are the customers whose calls are getting picked up, whose questions are getting answered – politely and accurately – and whose experiences make them feel reassured that the company they just called is stable and reliable.
If you’re still hanging on to a long debunked myth that employees must be closely watched, in-person, or they will let you down, now is the time to let all that go. At Skybridge Americas, we have been leading high performing teams of at-home agents for years. If you would like to know more about we can help your brand navigate these challenging times, please reach out. We would love to talk.
Senior Vice President, Sales and Marketing
Skybridge Americas
bmatthews@skybridgeamericas.com
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