3 Ways the Shift to Work-At-Home Will Transform Business Norms

3 Ways the Shift to Work-At-Home Will
Transform Business Norms

Dennis Weikle, PPT Solutions

Introduction

For years, companies have deliberated the overall effectiveness and resourcefulness of a remote workforce. Workplace flexibility has been a subject of debate for decades with many surveys repeatedly showing 8 out of 10 employees having a desire to work from home – with over a third willing to accept lower pay for the option. While some companies embraced the concept as a means of providing their employees improved work/life balance and globally expanding their talent acquisition capabilities, many others resisted either out of convention, a lack of technology and experienced operational resources or the simple misconception that remote employees are not as productive. Enter COVID-19.

3 Ways the Shift to Work-At-Home Will
Transform Business Norms

Dennis Weikle, PPT Solutions

Introduction

For years, companies have deliberated the overall effectiveness and resourcefulness of a remote workforce. Workplace flexibility has been a subject of debate for decades with many surveys repeatedly showing 8 out of 10 employees having a desire to work from home – with over a third willing to accept lower pay for the option. While some companies embraced the concept as a means of providing their employees improved work/life balance and globally expanding their talent acquisition capabilities, many others resisted either out of convention, a lack of technology and experienced operational resources or the simple misconception that remote employees are not as productive. Enter COVID-19.

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ppt-wah-infographic1

While there’s no denying the tragic health, business and cultural impact of COVID-19, what’s undeniable is the business world’s collective response to the pandemic. In a matter of days, millions of employees were successfully converted to remote workers in what is sure to be recorded as a historical pivot in our business existence. So, what’s next? Based on historical trends, it’s expected that those previously working from home pre-COVID-19 will increase their work-from-home frequency while those who are new to working from home will readily adopt it as a new norm. Global Workplace Analytics estimates that 25-30% of the workforce will be working from home multiple days a week by the end of 2021.

Now that businesses have made this significant investment, a new and important challenge must be considered; how do they optimize their return on the investment? Below are three ways work-at-home will reshape businesses in the post-COVID-19 era and considerations visionary companies need to examine as we collectively enter this new chapter in workforce management.

Increased Acceptance and Dependency on Cloud-Based Technologies

Pre-COVID-19, the rapid adoption of cloud technologies was reshaping businesses around the globe. Now, they are suddenly the backbone of nearly every business infrastructure. While the cloud was previously looked upon as essential for large corporations and governments, it is now playing a critical role in sustaining municipalities, small businesses, schools and home users – and it is here to stay. The impact of the pandemic has exponentially increased the demand for work-at-home capabilities and accelerated some companies to expedite their long-considered cloud migration. Most importantly, it’s placed a higher awareness of the wide-ranging benefits and value cloud solutions deliver on an everyday basis to both employees and customers.

Cloud-Enabled Technology Benefits

  • Reduced Costs
  • Enhanced Security
  • CapEx Savings
  • Work-at-Home/Virtual Workforce Enablement
  • Improved Workforce Efficiency
  • Scalability and Cost Variablization
  • Enhanced Customer Experiences
  • Inherent Business Continuity Capabilities

If your company has already embraced the cloud, you’re a step ahead but it’s imperative your organization optimizes its advanced capabilities and identifies differentiating opportunity to leverage it within your business operations and customer experience strategies. If you are just beginning to utilize the cloud or exploring a migration, rapidly developing an actionable strategy is imperative as we enter into a new and more complex business marketplace.

PPT Solutions' Insight

The Aging Premises-Based Ecosystem
Watch our video to learn more about the benefits of the cloud.

PPT Solutions' Insight

The Aging Premises-Based Ecosystem
Watch our video to learn more about the benefits of the cloud.

Breaking the Standard of the Conventional Contact Center

As COVID-19 continues to disrupt workplaces and life as we know it across the globe, customer contact volumes are increasing at unprecedented rates. Whether an airline passenger looking to change their flight, a credit card holder requesting a deferred payment or a new retail shopper inquiring about the delivery status of a package, customers are experiencing longer than normal queue and response times. To better manage the influx of increased customer engagement (and skyrocketing queue times) and simultaneously protect the health of their agents, companies have been forced to enable their customer service operations through work-at-home agents. Although many forward-thinking companies had already adopted the remote agent as a critical component of their workforce, enterprises that relied on traditional contact center infrastructure and operations were suddenly challenged with the unfathomable – maintain operational integrity and performance while almost instantly pivoting to a customer care support structure dependent on the work-at-home agent.

Welcome to the new era in contact center support.

Many companies were hurriedly pressed to transition their operations to accommodate virtual environments. These hastily assembled operational, organizational and technical solutions will ultimately present themselves as longer-term challenges. Infrastructure sustainability, business continuity processes, staff controls and governance will need to be reevaluated for long-term success. The investment in an actionable strategy allows organizations to maximize return and realize the broad benefits of a work-at-home agent workforce.

Work-at-Home Agent Benefits

  • Increased Productivity
  • Optimized Payroll Expenses
  • Lower Attrition
  • Skill Retention
  • Enhanced Customer Experience
“Adopting a work-at-home structure will save U.S. employers over $30 billion a day in what would have otherwise been lost productivity during office closures due to COVID-19.”

– Karen Lister, Global Workplace Analytics

“Adopting a work-at-home structure will save U.S. employers over $30 billion a day in what would have otherwise been lost productivity during office closures due to COVID-19.”

– Karen Lister, Global Workplace Analytics

The Ability to Attract a More Talented and Diverse Global Workforce

In a survey conducted by IQPC, 90% of employees say more flexibility in work location would increase morale and 80% added that they experience less stress performing remote work. These employee benefits improve productivity and organizational profitability. This represents an impactful future opportunity to attract top talent through a combination of promotion of work-at-home benefits with the ability to broaden talent searches beyond the limited regional geographies of the past.

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Traditionally, talent acquisition and recruiting was predominantly dependent on finding the right person within a realistic commuting distance from a brick and mortar location or a willingness to relocate. A remote workforce enables companies to identify and acquire the very best in talent with borderless limitations.

Virtual Talent Acquisition Advantages

  • Geographic diversity
  • Scheduling flexibility
  • Work/life balance
  • Reduced stress
  • Higher morale

By any standard, today’s COVID-19 crisis is a monumental challenge for our country and its businesses. For visionary companies, it represents a period of tremendous opportunity. According to a recently published report by Global Workplace Analytics, adopting a work-at-home structure will save U.S. employers over $30 billion a day in what would have otherwise been lost productivity during office closures due to COVID-19. Technology and governance will be the most significant factors and top priorities in creating longer-term operational success as companies transition their workforce to a home environment.

Visit PPTSolutions.com to learn how we can help your company develop and execute a strategy to optimize your work-at-home infrastructure and operational capabilities. We’re here to help.

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