Call Center Scheduling Featured Article
Re-onboarding Remote Call Center Workers Presents Challenges and Opportunities
The COVID-19 pandemic forced many call centers to shift existing agents to a remote work model, while also onboarding new agents for exclusively remote positions. Now that restrictions are easing up in some areas, call centers face the difficult task of re-onboarding those remote workers and getting them back into a physical office environment.
The onboarding experience is significant in the call center industry, which has some of the highest turnover rates for workers of any profession. Glassdoor research indicates that businesses with strong onboarding practices can improve employee retention by 82 percent and boost productivity by more than 70 percent. The act of re-onboarding workers that were hired remotely creates an additional set of challenges for call centers, but also presents major opportunities for improvement.
Re-onboarding remote workers into the corporate fold, so to speak, can foster a more positive work experience while also familiarizing agents with corporate culture in a way that just isn't possible through remote work. It also gives workers an opportunity to meet and interact with their team members in person, boosting camaraderie and collaboration.
Call centers interested in re-onboarding remote workers can take advantage of a unique situation to ensure the transition goes smoothly. One way to approach this is to foster communication and bonding among remote hires by grouping them into a cohort and scheduling special activities to help them get to know each other. Enabling co-workers to share their experiences about being hired during a global pandemic can facilitate strong relationships that will hopefully impact in-person work habits.
Even though these remote workers may have been on the job for months, they are still new to the physical office space. Call centers can ensure they have a smooth transition by making them feel welcome and also helping them to get to know their new surroundings. While they may already be familiar with how to do their jobs, they will clearly benefit from a full tour of the office space and facilities as well as helpful suggestions about local restaurants, shopping, etc.
Another way call centers can ensure the re-onboarding process goes smoothly is to have managers check in with this group of hires on a regular basis. While they may already be familiar with how to do their jobs, additional reassurance about performing those jobs in a new space will go a long way toward making them feel welcome. Managers can also create a buddy system to pair remote hires with more seasoned employees who are comfortable with office culture.
Finally, call centers can create team building events and exercises to help new and existing employees get back into the swing of things. Picnics, parties and activities that enable formerly remote employees to better get to know their co-workers in person will foster communication, collaboration and team spirit.
The re-onboarding process can be challenging for any company, but it has a host of benefits, particularly for call centers. By taking full advantage of the process, call centers can build better and more productive teams as well as boost retention rates and foster a positive corporate culture.
Edited by Luke Bellos