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What is the Hybrid Work Model, and What are its Advantages?

The hybrid work model is something that is going to be around for a while. Its advantages lie in its flexibility and almost endless scope for tweaking to fit your specific needs.

Published

2 years ago

June 12, 2021

TwinzTech

The Art of the Office. How to Create a Productivity-Focused Workplace

Operating from home is more prevalent than ever. In 2020, offices closed their doors, and everyone fired up their laptops and got comfortable at their dining tables (usually in their pyjamas).

But now, as lockdowns lift and people start to assemble again, will traditional office work ever be the same?

Do I Have to Go Back to the Office?

Yes…no. Maybe? I don’t know! That’s up to you or your manager.
The hybrid work model involves a mixture of working from home and the office.
The specifics come down to your office, your team, your management choices.
It’s important to note the various options for a hybrid work model; there’s no ‘one size fits all.’

Table of Contents

1. Remote First

Popular in the first lockdown. Everyone worked remotely, as it was the safest thing to do, and it meant businesses could still run. Although many workers reported still being in favour of this model over a year later, it does have some downsides.

Collaboration is strictly online, and the social aspect of work is affected, which can be detrimental to staff’s mental well-being. With the full WFH model, annual retreats and social events are encouraged (where safe to do so) to ensure the community aspect of the office is not lost.

2. Office First, Remote Allowed

This is almost the normality we knew so well before the pandemic. Most staff in the office, apart from a few remote workers. These workers should be selected for specific reasons by management to ensure their work is not affected, and they don’t feel alienated from the rest of the team.

This can guide a disconnect between the workers at home and everyone else in the office, so cycle the remote staff wherever possible, to ensure a happy and well-functioning workforce.

3. Office occasional

The best of both worlds. A small permanent team should be established to work from the office – ideally management. The rest of the staff then split their work time between the office and remote work. This is known as a hybrid workforce model. How this decision is made is purely down to your company’s needs and your employees’ work/life balance.

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While some businesses have opted for complete relaxation of any restrictions or rotas, guidelines are recommended to prevent too much of a swing one way or the other. Too many people at home – productivity may suffer. Too many people in the office – the workplace is no longer safe.

How you split your team is up to you, but here are some of the most popular models.

4. Split-week

When possible, keep teams together, divide the week up into WFH/WFO, and utilize a hybrid work schedule. Some teams won’t collaborate in person, but everyone gets a fair share of their time in the office with the leadership team.

5. Shifts

This can be off-putting to most office workers who are used to 9-5, but it has some minor advantages. Breaking the day into an early and late shift allows people to enjoy longer lie-ins one week and early finishes the next. However, it also means extending opening hours and asking your staff to juggle any childcare or other arrangements they may have.

6. Week-by-week

Split the whole team and assign them a week in the office and a week at home. It eliminates any unwanted overlap that could occur midweek with the split-week model and allows your staff to settle into a whole week of a different work environment. It also eliminates any unfairness that could arise from undesirable shifts or the uneven carving up of the week.

The hybrid work model is something that is going to be around for a while. Its advantages lie in its flexibility and almost endless scope for tweaking to fit your specific needs. And while it is essential to keep your business running smoothly and keep the numbers in the black, it’s vital that workers’ health, safety, and well-being aren’t being overlooked. So to discuss the different options with your teams and give the other models a try!

Workforce

The Impact Of Predictive Dialing Systems On Call Center Agents

A predictive dialing system aims to make call center agents more productive. Outbound dialing processes were altered by using predictive dialing systems in call centers.

Published

6 hours ago

May 29, 2023

TwinzTech

The Impact Of Predictive Dialing Systems On Call Center Agents

For call center agents, predictive dialers have many advantages. A call center can achieve great success by utilizing a predictive dialer. A predictive dialing system aims to make call center agents more productive.

By giving agents more time to talk, automated dialing can help the workforce. The call connect rates are getting better, which makes people more productive. As a result, agents can use these call tools to ensure customers are happy whenever they talk to them.

Table of Contents

A. Call Center Agents Benefit From Predictive Dialing Systems

Outbound dialing processes were altered by using predictive dialing systems in call centers. The call-making process is now improved as systems use algorithms and automated processes. This means that agents spend more time with customers and less time just sitting around. Predictive dialing software has several advantages for call center agents.

1. Boost Agent Efficiency

With predictive dialers software, dialing processes are done automatically. And this can make agents more productive at work. The system uses algorithms to determine the best time to make a call. It takes many things into account. It considers the last call’s length and how many agents are available. There is also the chance that the call will be answered.

Predictive dialers reduce the time people have to wait and make agents more productive. This means that agents can help more customers.

2. Reduce Idle Time

Agents spend less time waiting for calls thanks to predictive dialing systems. It does this by dialing many numbers at the same time without any help from a person. More agents can take calls with a cloud predictive dialer because there is less time between calls. Call centers do well when they get more calls.

3. Cut Down The Need For Manual Dialing

No longer do agents have to call numbers. No more waiting around for calls to connect. In place of this, the predictive dialing system does this. The system can call several numbers at the same time. After the customer is connected, a ready agent helps them. This makes their job easier and more efficient. By not doing the same thing over and over, they save time.

As a result, predictive dialers give them more time to talk to customers and solve problems.

4. Smart Call Distribution

Calls are routed and distributed using predictive dialing systems. And this process is made possible by rules that have already been set. And it considers things like agent skills and how customers are grouped. This way, agents only get calls from dials that are picked up. Better customer experiences may result from this.

5. Higher Call Connect Rates

Predictive dialing systems make sure that the phone calls all of the numbers that have been set up. The system considers both historical and contemporary data. It can figure out when customers are likely to answer calls. It also thinks about when agents are free. Fewer calls don’t get through when call centers have higher call-connect rates.

6. Ensure Industry Compliance

For outbound calls, agents at a call center must follow the rules. One of these rules is that customers can be on a “Do Not Call” list. Once a person opts in, the system manages and updates the lists. Then, it gets rid of numbers that are on the Do-Not-Call registry. So, it only talks to interested customers.

Computer Monitor and Other Remote Work Must-Haves

7. Real-Time Performance Monitoring

Most call centers use predictive dialer cloud as a call tool for monitoring. It makes sure that the quality of the call is at its best. Supervisors and managers can keep track of agents’ calls and give them helpful feedback. So, they can make sure that agents stick to scripts and rules. This will make sure that the service quality stays the same. In a way, agents will also discover what needs to be changed.

8. Scalability And Adaptability

Predictive dialing systems help agents get better at their jobs. It lets them change and update their processes to meet the company’s changing needs. Call centers can adjust their dialing parameters to meet their needs and the needs of their campaigns. They can change how it works based on how agents are assigned and how many calls are coming in. Also, think about the business priorities and seasonal needs.

9. Easy Integration With Other Systems

A predictive dialing system can connect to what is already in place. This includes management systems like Customer Relationship Management (CRM) and others. With this integration, it will be easier for agents to get information about customers. This helps them give each customer a unique and worthwhile experience.

B. Frequently Asked Questions

1. Will Predictive Dialers Affect The Quality Of Customer Interactions?

Predictive dialers can make the conversations between call center workers and customers better. This tool can start calls and send them to the best agents. This is based on their skills and how they put customers into groups. Agents handle customer inquiries and give them individualized assistance in this way.

Also, predictive dialers can connect to tools like Customer Relationship Management (CRM). This lets workers see information about customers in real-time, so they can provide better service. Agents have less downtime and better timing of calls. So, agents can focus on making customers feel like they can trust them. This makes customers happy and gives them a good time.

2. How Do Predictive Dialers Impact Agent Stress Levels?

Agents perform their jobs more effectively, thanks to predictive dialers. And when they are happy with how they did, they feel less stressed. Agents waste less time and accomplish more tasks by automating dialing processes. Because this workflow has been streamlined, agents can focus on significant customer interactions. Less manual work makes their jobs easier and lessens the amount of work they have to do.

Agents are less likely to feel excessive stress as a result. They stick to a good and balanced workflow. With real-time monitoring, agents can get help and feedback from their managers immediately. This makes the call center agents feel like they have a lot of support.

3. Do Predictive Dialers Offer Flexibility For Agents?

Yes, the best predictive dialers do give agents a lot more freedom. With these systems, the right calls can be sent to suitable agents. It’s vital that the agent speaks the correct language, has the right skills, knows about a specific product or service, and is available. This determines how calls are made. This makes sure that agents only answer calls that match their skills.

This makes them work more efficiently. According to agent availability and skills, predictive dialer call routing changes. So, it helps get the most out of the resources. This call tool makes it easier for agents to change how the call center is set up.