The hybrid working model is a latent reality that is imposing in companies. In fact, it is expected that in the future both large and small companies conduct a significant part of their business activities without the need for physical premises.
The current situation experienced with Covid 19 and the need to work from home have accelerated the implementation of this way of working in companies. But the truth is that for years the incorporation of digital and communication technologies has made it easier for hundreds of companies to carry out their tasks remotely.
What is a hybrid working model?
First of all, it is important to clarify what hybrid working is for those who have not yet heard of it, which will be few, as it is one of the concepts regularly heard in business today.
This working model is based on the combination of digital tools and traditional work formats in order to offer the possibility of working both remotely and on the company’s facilities. It allows employees to perform some of their tasks remotely and outside conventional work environments.
This work model is characterized by incorporating the use of information and communication technologies to be managed efficiently. Moreover, as we have just mentioned, it combines two working models, thus relying on the complementarity of both, being essential that these formats allow the worker to continue with his activities in the usual way without being influenced by his location.
The concepts of teleworking and hybrid working are often confused and used interchangeably, but it should be clear that telecommuting is one of the models that make up this combination, the other being face-to-face work.
In addition, it requires specific management. The hybrid model is complex and dynamic, and therefore needs a different management approach based on the implementation of specific information technologies, which we will explain below.
It is also characterized as a bilateral relationship, as this model involves a contractual relationship that implies obligations, responsibilities and benefits for each of the parties involved. On the one hand, the worker obtains a competitive salary and spends less on transport, food and other expenses. On the other hand, the company has the possibility of reducing operating costs and making its operations more efficient with the best talent.
If we mention the advantages offered by the hybrid working model, the first one that comes to mind is organizational flexibility, which helps to increase business agility. Another advantage is the improvement of the work experience. Improved work-life balance makes employees more comfortable in carrying out their duties and more motivated to work. All this translates into increased productivity.
However, you may ask, how can a company manage a hybrid team without falling into chaos? It is normal to ask yourself this question, as it may seem difficult to manage a team that is working from different points. Nothing could be further from the truth, it is simpler than it seems. Read on and you will find out.
How to manage a hybrid working team?
Technology plays a vital role in the efficient management of this labor model. Companies must invest in technological development and in tools that allow them to manage it. They need to allocate resources to monitor the activities of remote workers in order to ensure that the efficiency and quality of work is not affected.
But how many tools would the company need? Just one that unifies all the company’s communications, both internal and external, and that also allows the team’s activity to be monitored and controlled in real time.
This solution for hybrid working teams should have a supervisor dashboard that allows detailed monitoring of customer and employee interactions through transcripts, voice and video recordings, access to customer satisfaction ratings globally or by agent, and a review of serviced and unattended contacts.
In addition, to correct errors, train your team and monitor productivity, you could make use of functionalities such as:
- Status changes: To change the status of agents when necessary. The supervisor can change the status to unavailable to stop the extension from receiving calls.
- Geolocation: Monitor in real time the location of your employees.
- Time control: To comply with current legislation on working time control.
- Whispers: To guide your agent in their interaction with customers without him to know.
- Chat with the agent: To assist you during your activity via instant messaging.
- Three-way call: You can participate in a three-way call when it is necessary to intervene in your agent’s conversation.
- Multitask. You can review multiple interactions and manage agent activity simultaneously.
It is essential that the tool allows you to unify all your internal and external communications channels in real time, and that it is hosted in the cloud so that you can access it from anywhere and at any time through a device with an internet connection.
You may think that we are talking about something that has yet to be invented, but no! This solution exists and you can find it in Fonvirtual. Contact us and discover how to achieve an easy and effective management of your hybrid team. Do not hesitate, ask for more information!