The interest in recruiting and hiring for “at-home agents” has become increasingly popular over the past few years. The possibility of increased productivity from home-based employees coupled with the ability to cut cost simultaneously has proved to be an intriguing business case to most companies. However, companies are still not quite sure which policies to adopt and what first steps to take to address moving from a brick and mortar environment to a home-based one.
Fortunately, over the past few months, I had the opportunity to attend and speak at a few at-home agent (remote agent) conferences/summits on behalf of Interactive Intelligence and was able to pick up on a couple of things. So I thought it would be beneficial to share a few “getting started” tips based on what I learned by listening to leading experts and companies that have successfully implemented a remote strategy:
1) Address any security risk and assess your legal environment (changes as a result of moving to at home employees)
2) Establish equipment provisioning and internet best practices (computer, headset, monitor, internet connectivity; business or ISP and also establish what equipment your company is willing to pay for)
3) You will also have to sustain cultural connectivity and employee engagement in a remote environment
4) Supervisor training will also need to be addressed to ensure all managers have the proper skill-set to manage and cultivate remote employees
Hopefully, these tips will prove to be of value to you as you prepare to take the next step in your at-home agent planning. For additional reference, peruse “Success with Remote Agents –Is Not So Remote”, an insightful whitepaper featuring expert advice from Blair Pleasant and Nancy Jamison.
Please feel free to share your thoughts and best practices as I’m sure we all have something to learn from one another.
Thanks for listening and best of luck!