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Overview
Leaders face challenges engaging their teams in a remote setting, especially those in a call center environment. In this post, we’ll take a closer look at some of the challenges call center leaders face when engaging their remote teams and how Bonfyre has helped enable them to be successful.
Employee Engagement: The Key to Success for Remote Employees
According to Harvard Business Review, taking thoughtful approaches to employee engagement is critical to improving the performance of organizations. It was found that engaged call center employees are 22% more productive than disengaged employees. However, engaging remote call center employees can be particularly challenging. For one, remote employees may feel disconnected from their colleagues and the organization as a whole, which can negatively impact their engagement levels. A study by Forbes found that engaged call center employees are 37% less likely to leave their jobs than disengaged employees. Additionally, remote call center employees may feel that they are not receiving the support and feedback they need to perform their jobs effectively.
A recent article by Forbes, notes that remote work can be isolating and can lead to burnout if employees don’t feel connected to their colleagues or the organization. Leaders must make a conscious effort to build relationships with their remote employees and find ways to keep them engaged.
Gallup stresses the importance of regular communication in engaging remote teams. During their study, they found that engaged call center employees have a 10% higher customer satisfaction rate than disengaged employees. Remote employees need more communication than their in-office counterparts, particularly when it comes to feedback and recognition. It’s recommended that leaders create regular touchpoints with their remote teams and provide ongoing feedback and recognition.
Bonfyre: A Platform for Engagement with Remote Employees
Bonfyre is helping leaders of a medical transportation call center engage their remote teams and overcome the challenges of working remotely. Bonfyre provides leaders with the tools, reminders, and pre-packaged actions needed to engage their remote teams effectively.
Here are some highlights of how Bonfyre is being used by leaders of a medical transportation call center:
- Bonfyre for Microsoft Teams was rolled out to 2,000 teammates. This makes it easy for leaders to engage their teams in a virtual environment, through a platform they’re already using everyday,
- Bonfyre is connecting employees on professional and social topics. Pre-packaged team activities and communications, his help leaders to build relationships and create a sense of community among remote employees.
- Bonfyre is creating work bonds that improve satisfaction and productivity. This is done by providing employees with the tools and resources they need to connect, celebrate milestones (birthdays, work anniversaries, etc), and recognize each other for great work.
- Bonfyre is increasing awareness and impact of learning, DEI, and other programs. For example, Bonfyre can be used to share training materials, facilitate DEI discussions, and recognize employees for their diversity and inclusion efforts.
Engaging remote call center employees can be challenging, but it’s critical to the success of the organization. By leveraging the right tools and strategies, leaders can build strong relationships with their remote teams, keep them engaged, and drive productivity. Communication, feedback, and recognition are key to engaging remote teams and by using Bonfyre, leaders can create a more connected, engaged, and productive workforce.
