Most companies were not prepared at the corporate culture level or technology level for teleworking or for the impending hybrid model.
The greatest concern regarding remote work was the possibility of a decrease in productivity compared to face-to-face activity and that the customer service areas would continue to offer optimal service. To the surprise of many, the studies showed increases that ranged from 5% to 25% in productivity indicators.
And as vaccination coverage progresses, more and more employees and companies see the hybrid model as the next step imminently, perhaps from now on.
72% of companies in the world plan a hybrid model to work in the office and from home
And what is the hybrid back-to-work model?
There is no exact rule about it. Much is determined by the sector and line of business of each company. In general, it is understood that there will be a rotating attendance of the staff to the offices or facilities of the organization. But there are also certain areas that, due to the type of activity or for practical or economic reasons, will remain permanently in-person or remotely.
In any of these scenarios, the question of measuring and maintaining sufficient and constant productivity indicators returns.
Making the hybrid model work
32% of employees will telecommute by the end of 2021 worldwide
In a constantly rotating job and where some of the members of the organization may remain working from home, it makes visual inspection by managers of the work of the employees difficult.
Both implementing systems and processes, as well as using tools that work on any device and from anywhere in the world is a basic principle in this transition.
In a collaborative work between face-to-face and remote parties, platforms that centralize communication in a single source prevent information from being isolated or lost.
And to measure results? A results-based system – measurement of SMART objectives, KPIs and OKRs – is ideal for teams that follow a hybrid work model, as they allow you to focus on what employees are delivering, and not on the details of how they are doing it.
Technological investment towards the new work model
According to Gartner, investment in telecommuting-related technology is set to reach $ 332 billion this year.
In addition, companies may be forced to accelerate their digital transformation plans until at least 2024. Telecommuting and increasing adoption of digital tools is looming in the long term. Therefore, in 2021 investment in technology related to remote work will rise by 4.9%.
<< The biggest change this year will be how technology is funded, not how much technology is funded.
John David Lovelock, Research Vice President, Gartner
Before investing, make sure of what, how and where.
And it is that the decision does not only involve technology. It goes further. It is necessary to know and understand the particular needs to be covered in the organization, as well as the short, medium and long term scope. In a market of options that range from the On-premise offer to the cloud model, technological solutions require being accompanied by the appropriate professional consulting, correct integration, and support throughout the process that includes adequate support, maintenance and other value-added services.
With 30 years of experience through constant waves of technological change and a team of experts in various disciplines, at TELNORM we have the best range of solutions and services aimed at facilitating, maintaining, measuring and analyzing productivity. Thus, it is possible to help our clients to accelerate the transformation of the areas of greatest demand into hybrid models, such as:
- The Communications and Multichannel area
- The work of the Agent or Service Executive
- The Back Office or Office area
We are ready to support you. Contact us and let’s talk.