The Savvy Consultant: Preparing Your Customer Contact Operation for Hybrid Working

Authored January 2021

Introduction:

The workplace landscape has undergone a significant transformation, with hybrid working becoming the new normal for many organisations. This shift has also impacted customer contact operations, necessitating adaptation to meet the evolving needs of both employees and customers. In this article, we will explore the concept of hybrid working and provide a summary on preparing your customer contact operation for this new working model.

1. Understanding Hybrid Working

Hybrid working combines remote work and on-site office work, offering employees the flexibility to choose when and where they work. It allows customer contact teams to maintain productivity while providing a work-life balance. According to a survey conducted by PwC, 55% of employees prefer a hybrid work model, highlighting its growing popularity.

    2. Assessing Infrastructure Readiness

Before transitioning to hybrid working, it is crucial to evaluate your infrastructure. Ensure that your technological systems support remote access, secure communication channels, and scalable solutions. According to Gartner, 82% of company leaders plan to allow employees to work remotely at least part of the time post-pandemic, emphasizing the need for robust infrastructure.

    3. Defining Remote Work Policies

Establish clear and comprehensive remote work policies to guide employees in their hybrid work arrangements. These policies should outline expectations, guidelines, and limitations, including work hours, availability, communication channels, and data security protocols. A study by Owl Labs reveals that remote workers are 24% more likely to be happy and satisfied with their job compared to on-site workers.

    4. Communication and Collaboration Tools

Invest in effective communication and collaboration tools to facilitate seamless interaction among team members, regardless of their physical location. Video conferencing platforms, instant messaging apps, project management software, and shared document repositories are essential for maintaining effective collaboration. According to a study by Buffer, 91% of remote workers believe that video conferencing helps them feel more connected to their team.

    5. Virtual Training and Onboarding

Develop virtual training programs to onboard new employees and provide ongoing training to existing team members. Utilize video tutorials, online resources, and interactive platforms to ensure consistent skill development and knowledge sharing. A survey by FlexJobs indicates that 58% of remote workers receive training to support their remote work needs.

    6. Data Security and Privacy

Strengthen your data security measures to protect sensitive customer information and maintain compliance with regulations. Implement secure remote access protocols, encrypted communication channels, and regular security audits. According to a report by Cybersecurity Ventures, cybercrime will cost the world $10.5 trillion annually by 2025, underscoring the criticality of robust security measures.

    7. Performance Monitoring and Metrics

Establish clear performance metrics and key performance indicators (KPIs) to monitor the productivity and effectiveness of your customer contact team. Implement remote monitoring tools and performance dashboards to ensure transparency and accountability. A survey conducted by the Harvard Business Review found that remote workers are 35-40% more productive than their on-site counterparts.

    8. Flexible Scheduling

Offer flexible scheduling options to accommodate hybrid work arrangements. Implement shift management systems or tools that allow employees to indicate their preferred work hours while ensuring adequate coverage during peak customer contact times. A study by Owl Labs reveals that 71% of remote workers have flexible work hours, enhancing work-life balance and job satisfaction.

    9. Employee Engagement and Well-being

Prioritize employee engagement and well-being, whether they work remotely or in the office. Implement regular check-ins, virtual team-building activities, and mental health support resources to foster a positive and inclusive work environment. Gallup research shows that engaged employees are 21% more productive than their disengaged counterparts.

    10.Continuous Feedback and Improvement

Encourage regular feedback from your customer contact team and actively seek their input on improving hybrid work processes. Leverage their insights to address challenges, refine workflows, and enhance the overall customer experience. According to a survey by Qualtrics, organizations that prioritize employee feedback experience 14.9% lower turnover rates.

Conclusion:

Preparing your customer contact operation for hybrid working requires careful planning, infrastructure readiness, and employee support. By implementing remote work policies, leveraging effective communication tools, prioritizing data security, and monitoring performance, you can successfully transition to a hybrid work model. Remember to prioritize employee engagement, provide flexibility, and seek continuous improvement through feedback. Embracing hybrid working will not only enhance employee satisfaction and productivity but also lead to better customer experiences and business success in the long run.