Work at Home Fatigue
November 2020 - 5th Talent Contact Center Industry Report #2
Most Employees are Experiencing Work at Home Fatigue and it is Impacting Performance
Leaders said work at home fatigue is a wide-spread issue, and most key performance indicators are trending downward to be at or below pre COVID-19 pandemic levels. A negative trend with absenteeism and adherence may indicate a looming employee attrition issue.
Work at Home Employee Development Has Been Less Effective
Most managers and agents have not been trained to overcome the challenges of the work at home model. New hire training delivered virtually has been less effective.
Leaders are in a Holding Pattern Due to Uncertainty and a Lack of Resources
Uncertainty about the COVID-19 pandemic and depleted 2020 budgets have put most contact center leaders and their companies in a waiting mode rather than addressing the work at home fatigue issue.
Most Leaders are Not Allowing any Agents to Work in the Center, But Most Plan to Utilize a Mixed Home and Center Model in the Future
Although most leaders are operating a completely virtual work at home model today, they plan to provide access to a center after the pandemic.
Allowing Agents to Occasionally Work in the Center Appears to be the Most lmpactful Best Practice to Reduce Work at Home Fatigue and Improve Performance
Other valuable best practices shared by leaders were to solicit feedback from their employees to understand their experiences, reduce reporting ratios, and training employees to overcome the inherent challenges of the work at home model.
5th Talent Contact Center Industry Reports
March 2023 - 5th Talent Report #5
The Crisis in Contact Center Management
The customer experience is at a 17-year low, agent turnover remains high at 7-8%% a month, and quiet quitting is 59%. This crisis is severely impacting company...
June 2020 - 5th Talent Report #1
The Work at Home Study
The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a...
August 2022 - 5th Talent Report #4
The Leadership Challenge
5th Talent International interviews contact center leaders from 76 companies from July 2021 to June 2022 to understand the state of the industry. Many companies...
April 2021 - 5th Talent Report #3
The Work at Home Dilemma
This report outlines what we call the "Work at Home Dilemma." There are challenges to the sustainability of the work at home model, but employees do not want to...
Nov 2020 - 5th Talent Report #2
Work at Home Fatigue
5th Talent International recently interviewed 41 contact center leaders regarding their shirt to a work at home model for their employees. These leaders represented more than...