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Shifting Your Staff to Work Remotely

EMS CRM call center help

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2020 has been a year of uncertainty and curveballs if nothing else. If you had asked us what we were expecting for the year in early January, we might’ve outlined our goals and objectives, certain marks we were aiming to hit, but we probably wouldn’t have mentioned shifting toward remote operations. Our call center functions as a unit; we strive to build a close-knit team. Having our employees all together is a big part of that, and sending our employees home to work was never part of our plan. Alas, here we are. We made the decision in March to shift a large portion of our employees to work remotely, and here are a few considerations we kept in mind as we did it.

Shifting Your staff to work remotely

Clearly communicate expectations

Covid-19 has changed so much of how the world does business. Clearly communicating expectations allows us to stay on the same page with our employees. It’s important that they understand what is required of them, while we remain mindful of the different hurdles and issues that working remotely introduces in their lives. Flexibility, honesty, and understanding are absolutely imperative during this time of uncertainty.

Equip your employees with the things they need to be successful

Setting up your employees for a successful work-from-home experience means so much more than sending them out the door with their list of expectations and well wishes. We had to stop and consider what our employees needed in order to perform their jobs well and find a way to make the transition comfortable for them.

Keep your employees informed with regular check-ins

Clear and consistent communication helps us stay in touch with our remote employees and ensure that they’re up to speed. When a portion of your workforce is working from home, it’s a good idea to have regular standing meetings to discuss any changes, give employees a chance to talk through any unexpected complications they might be experiencing, and keep the team morale up.

Although we don’t know when things will return to normal, we are doing everything we can to ensure that our clients and their customers continue to receive the same great service they’re accustomed to. In such times of uncertainty, we understand that now, more than ever, exceptional service matters.

To learn more about EMS, Inc. or to find a solution to your customer service needs, contact us.