How BPOs and call centres can adapt to working from home

Call Centre Employee

For many, working from home has become the new normal. Able businesses have been encouraged to continue their services by allowing their employees to work from home.

It’s a common concern that employers will be worrying if their employees are taking the work from home situation seriously. There is also the concern that the environment will be suitable for professional calls and online business meetings.

With this information in mind, let’s take a look at how BPOs and call centres can adapt to working from home.

Setup

Firstly, the employee needs a decent setup; such as a dedicated workspace to make and receive calls with minimal background noise and no interruptions.

Make sure each employee has all the software and devices required to be able to work from home. Do a few test calls to make sure all is in working order.

Bpo Setup

Check-In

It would be beneficial to set one or two days a week for mandatory check-ins. This is a great way for employees to express any concerns or difficulties they’re facing while working and it can be sorted during the dedicated check-in times.

Schedule virtual meetings with your team to discuss plans, issues and for a catch up on what’s going on. Listen to your team and see if they have any ideas on how to improve the workflow.

Identify the Pros and Cons

There are pros and cons to BPOs and call centres working from home. Help your company to adapt by identifying the pros and cons which are more likely to affect your business.

Pros:

Cost-efficient

Running a big office with many computers, equipment, heating/cooling etc. is rather expensive. While employees are working from home, your company will save on electricity and equipment expenses.

Flexible

Instead of fixed work hours, check with each employee which hours would suit them best for maximum work performance. Depending on their environment, distractions such as childcare could prevent them from giving their full attention to the work at hand.

Office space

If your team is growing and the office space decreasing, now is a good time to consider remodeling or re-organizing the workplace without disturbing your employees.

Cons:

Distraction

Background noise and distractions are one of the biggest challenges of working from home. Help your employees by checking with them which part of their house has the best reception for calls for uninterrupted work.

Virtual Business Meetings

Supervision

Trusting that your employees and co-workers are doing what they should during work hours is probably your main concern. Ensure you trust who you work with and have open discussions about how you can monitor their productivity and performance.

Conclusion

BPOs and call centres can adapt to operating from home with the right resources, communication and support. Most people nowadays already have internet and computer or laptop access so all they’ll need is access to the right software and perhaps a bit of guidance on getting everything set up.

Regularly check in and schedule virtual meetings with your team to discuss any issues and possible ways in which the experience could be improved. Communication is key for adapting to this new work experience.

New platforms such as Zoom and Google Meet make it possible for up to 100 participants to join an online meeting at a time, so you can include everyone in those mandatory business meetings and get things done!