Business Continuity

Key factors to successfully implement a remote work program

By João Safara

0 min read

Contact Centers All Kinds

A remote work program has become a differentiator for organizations looking to attract and retain talent. The possibility to work from home provides staff with greater flexibility and reduces levels of pressure and stress.

Having grown more than 44% over the last five years, remote work has proved to be a huge enabler for business productivity. 85% of businesses confirm that productivity has increased in their company because of greater flexibility. Furthermore, and according to FlexJobs, 65% of workers are more productive in their home office than in a traditional office cubicle.

Deploying a remote work model is also an outstanding way of safeguarding your employees in a crisis scenario. Your agents will find some relief in knowing they can work from a remote location, at any given time, in case of a threat to public health or temporary impediment to hosting people within an office.

Implementing this program, however, is not as simple as it may seem. Here some steps to ensure a successful deployment of a remote work model.

#1 Key considerations

Do not start working on the possibility of remote work simply because everyone else is doing it. Think about why and how it can benefit your organization as a whole. Here are key questions to consider before moving forward with remote work:

  • Do you trust your workforce to perform in remote conditions?
  • How will this impact your employee development and retention strategy?
  • Does your workforce want to perform their job remotely?
  • Can you provide a transparent explanation for the reasons, benefits and challenges of going remote?
  • Are you prepared for the changes that come along a remote work scenario?

#2 Establish trust and empower your teams

A successful remote work model starts with mutual trust. This is a top-down strategy where leaders must make use of available communication channels and rely on empathy, transparency and honesty. Creating trust, whether in the office or in a remote location, is based on the three big A’s:

  • Authority: Empower your employees to be in charge of decisions that concern their work and check on them regularly to see if there are any obstacles arising.
  • Accountability: Establish tasks and realistic goals, and inform your staff that they are accountable for the outcomes. Nourishing a sense of responsibility takes guidance and knowledge sharing, so ensure your agents know what to do and how to do it before taking any measures.
  • Affiliation: Facilitate communication and collaboration between you, your team and also among team members. When people are working from home, it is more likely that they feel lonely and isolated. Nurturing human relationships is of utmost importance to keep a healthy daily routine and a motivated workforce.

#3 Stress-test your infrastructure

A big part of remote work is about relying on the appropriate tools and platforms to enhance employee engagement and performance. Your infrastructure must encompass every task and interaction of a person’s role, including training, collaboration and quality management, among others. Additionally, your infrastructure should make these tasks as smooth and easy to perform as possible. Application leaders should stress-test the existing technology to ensure it supports remote work for everyone that is involved in the organization.

  • Communication and collaboration: Does your infrastructure solution handle calls and videoconferencing for all the employees who need it?
  • Task management: Is your management and quality system suitable to reduce time on manual, time-consuming tasks and does it allow an easy and intuitable tracking of assignments, deadlines and other important details?
  • Storage: Does your storage solution provide the necessary space, agility and privacy for the information managed by your organization?
How To Manage Your Remote Team

How to Manage Your Remote Team

Around the world, remote work has now become the new normal and it’s unclear how long the transition will last. For many managers and agents, this is uncharted territory. This checklist is designed to help contact center leaders and supervisors successfully navigate this transition and continue to effectively manage and empower their agents.

#4 Meet your customers on their own terms

Every organization revolves around the ability to adapt to changing customer demands. With rapidly changing expectations and the uprising of omnichannel strategies, businesses should think about if they are agile enough to meet this new reality in a remote environment.

  • Does your remote technology cover all customer-facing channels so you can easily reach out to your customers and meet them on their own terms?
  • Does your remote technology handle automation of customer data so your agents can access relevant information and focus on customer interaction?
  • Does your remote technology ensure the safety and security of customer data at all levels, at all times?

#5 Reinforce your workplace security policies

Cybersecurity is especially important in a remote work scenario. With your staff operating on a home network or using their own personal device, your company and customer data should be protected at all costs in order to avoid a breach. As such, make sure your workforce follows these guidelines:

  • Install an adequate antivirus on all working devices.
  • Rely on mandatory cybersecurity training for all employees within your organization, with a strong focus on secure passwords and avoiding phishing emails.
  • Reinforce a healthy working routine with a fixed schedule, and educate your employees on using company devices only for work-related purposes.

After you have outlined the ‘hows’ and the ‘whys’ to your remote work strategy, you can start thinking about what will be the best software to support your business needs moving forward. Talkdesk® offers a variety of cloud-native solutions to help organizations migrate their customer support operations, guaranteeing safe and flexible ways of remote work for their staff.

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João Safara

João Safara has extensive experience in content production and management, and enjoys balancing that with people-driven initiatives such as supporting diversity and employer branding. In his free time, you can find João surfing through crime novels, relaxing at the nearest beach or imagining ways to create a more equal and positive society.