A Helpmates Case Study: 60 Call Center Specialists Ready to Follow Work-from-Home Orders in Just One Weekend

Thursday, March 19: California Governor Gavin Newsom issued a statewide “stay-at-home” order. Which meant that – unless they worked for what are deemed “essential businesses” – such as pharmacies, grocery stores, gas stations, banks, takeout/delivery restaurants, etc. — thousands of workers across the state would now end up working from home.

Not all non-essential employees can work from home, of course: dental assistants, hairdressers, waiters, front-desk workers, and more, can’t perform their duties from home.

But many types of workers can: those who predominately use computers to do their work.

Los Angeles staffing

The governor’s stay-at-home order affected two of our large call center clients at which more than 60 of our specialists work on assignment – on computers. Our clients had the weekend to ensure that their employees as well as ours on assignment at their site were up and running and ready to take customer calls by Monday. At home.

Our customers called us late Thursday asking for help in ensuring that our specialists would be ready to continue working on assignment from their own homes, on our clients’ computers.

Transitioning Helpmates specialists from working on-site to working from home: the logistics

After speaking with clients, four of our internal team members immediately called all of the affected specialists at home, letting them know what we were planning, asking if they have wifi and if they logistically could work from home. Our internal team members coordinated that all of our specialists stayed safe at home on Friday and explained that were starting the process of understanding how Helpmates could assist our clients and our specialists with working remotely.

We shared that we would be working through the weekend and would be in touch with next steps. Our goal was to have all specialists ready to go on Monday, eliminating as much disruption as possible.

We received the calls from our clients after 8 p.m., and we therefore were on the phone with our specialists until late Thursday evening.

Over the weekend, several members of our internal team, including our director of risk assessment, researched what our specialists needed to know in order to work from home and reviewed safe-at-home practices while working. For example: they would need to watch out for too many power cords within their work space (a tripping hazard) and would need a stable work table, and so on.

We also had to ensure that our specialists received the equipment they needed to perform their work from our clients. In addition, we went over liability/responsibility documents with our clients, ensuring that they understood the responsibility of having remote workers.

Keeping our specialists informed

Our specialists naturally were very concerned about the new work-at-home guidelines. They wanted to keep working and many understandably were nervous about being able to provide call center services while working at home. We made sure we explained their new work arrangement with them as much as needed, helping them look forward to their new work environment while also helping them get their new (home) workspace ready for remote work.

We therefore also spent a lot of time explaining what they could and could not do with our clients’ equipment as they performed their duties.

Results

Come Monday, March 23, all of the specialists working at our clients’ call centers the Thursday before were up and running from their homes with few glitches, taking the calls of our client’s customers. Our clients report that their customers haven’t noticed a downturn in the quality of the call center services they receive from either their own employees or ours.

We also have become well-versed in work-from-home responsibility/liability issues as it pertains to staffing agencies and their clients and are happy to help other businesses transition temporary workers to work-from-home assignments.

If you would like more information on how you can use temporary workers for remote-work assignments, contact Rosalie Villa at 949-225-5016 or email her at rvilla@helpmates.com.

Enhancing Productivity: Get More Out Of Your Day!

American workers spend 27.3 hours per week doing “non-essential” tasks, according to a study by leading productivity consultants PEPworldwide. The majority of this time is spent handling email.

Keeping yourself on track not only improves your quality of work but will also give your boss the signal that you are ready for the next level of your career. You may even find that you no longer rush to complete tasks before starting your weekend. Here are some simple tips to keep your productivity in gear throughout your day.

  • Manage your email. Email can easily cause the derailment of your daily productivity. Establish an organized workload schedule for each day, and only allow yourself a few periods of time to check and respond to
    emails. When you can, don’t respond immediately by email. A phone call can be more productive and avoid communication errors.
  • Minimize multitasking. A study by the Harvard Review showed that multitasking causes a 40% drop in productivity, more stress, and even a 10% dip in overall IQ. Our minds work best when we can stay focused on one task at a time. Prioritize your day to tackle the most important projects first and devote your full attention, until they are complete and before moving on to the next. If an emergency needs your immediate attention, set aside your current project until the problem is solved.
  • Write your plan. At the end of each day consider all of your tasks and write a detailed work plan for the following day. When you arrive in the morning, review it with a fresh mind and adjust as necessary. Follow your plan strictly throughout your work day.
  • Consider assistance. Regardless of how well you manage your time you may still find you have too much work and too few resources. A temporary specialist can take some of the pressure off your work load and stress level. This may be helpful during high intensity seasonal periods, or you may determine that bringing on additional employees will be a good strategy for long-term success.

Helpmates offers a 100% unconditional guarantee. Contact Helpmates today for a free workflow assessment to determine if contingent staffing support might be right for your department!

 

Use your Alumni Network | Southern California

Establishing a connection to your university’s alumni association is not only good practice while searching for a job right out of college, but it can also provide great connections throughout your career. Regardless of how long it has been since you graduated, contacting your college’s alumni office and association will lead to better networking and possibly a better career for you! You can improve your career outlook and develop lifelong connections by tapping into the resources available from your college.

  • Contact the career center or online resources. Your university career resource center will maintain a database of the alumni willing to mentor students, which is great for students preparing for graduation or seeking internships.  Online resources are not just for students, though.  Through lists of alumni who have indicated they are willing to support fellow alumni, you may be able to reach out to individuals who share your industry, or live and work in an area of the country that most interests you. Universities take pride in strong support of their alumni and of maintaining connections long after graduation; take advantage of every program available to you.
  • Look for alumni chapters in your city or the city where you want to live. Most people don’t live in their college town for the rest of their lives. Many other graduates will have moved away and established themselves in a new city as well. Alumni, especially from larger schools, will form associations in their towns to network. Reach out to those groups and express your interest in their town. They can offer advice, suggest other networking avenues, and may be able to provide local support to assist in your career goals.  And you might be surprised by the lengths to which people will go to support a fellow graduate of their alma mater!
  • Use LinkedIn to get involved in the alumni groups. LinkedIn is a highly valuable professional internet networking tool. It is easy to research and join informal groups which can connect you to alumni in your city or in your field. People using LinkedIn are there to make connections and thus are often very open to contact, so use that network as much as you can. Ask questions and learn more about job opportunities or industry events. LinkedIn is a free and user-friendly resource.

Through industry, business community, and yes, even alumni group involvement, the team at Helpmates is very well connected and we use those connections each day to bring together the best employees with the best companies in Southern California.  Contact Helpmates today to put our network to work for you!

© Year Helpmates Staffing Services. All Rights Reserved.
Privacy Statement | Site Map | Site Credits.