Collector - October 2020 - 30

Study Finds Businesses Plan to Continue
Investing in Remote Work
Business leaders around the world are comfortable and optimistic
about the broad scale shift toward remote work, according to
the Riverbed Future of Work Global Survey 2020 of 700 business
decision-makers. However, findings also indicate the vast majority
of organizations were not well prepared when the COVID-19
pandemic began. Moving forward, most business leaders said they
are investing in technology to improve remote work performance.
Key findings include:
*	 Businesses expect a nearly 50% increase in employees working
remote post-COVID-19.
*	 More than three in five (61%) business leaders plan to make
investments over the next year to enhance remote work
performance, and 31% plan to make significant investments.
*	 The biggest barriers to success for ensuring remote workforce
performance: the need for technology to optimize or improve
performance (39%), unreliable home Wi-Fi (38%) and the
need for better visibility into network and application
performance (37%).
*	 Technology performance issues for remote workers that
impact business and people: increased technical disruptions
(40%); weaker employee performance/productivity (37%);
increased anxiety/stress (36%); lack of work motivation
(34%); increased difficulty engaging with customers (34%).

is replacing the in-office discussions
between employees.
"What I often notice after doing training
in the office is that some collectors may be
reserved and unlikely to ask questions in
the session," Farrar said. "When they get
back on the collection floor, they might
be more comfortable talking amongst
themselves without a manager involved.
The interaction between employees is not
there when they are working from home.
They aren't hearing how another employee
is handling the situation they've been
struggling with."
Implementing a virtual mentorship
program that pairs up employees to crosstrain and discuss their shared challenges
can help alleviate the absence of informal
office conversations. Scheduling team
check-ins to exchange ideas also helps keep
communication flowing.
"So much stuff happens during side-ofdesk conversations," Cox said. "Losing those
opportunities to pivot in your chair and
have a quick conversation is tough. It's still
possible to have the same discussions, but it
takes a lot more effort up front. I schedule
daily, 15-minute huddles with our training
team to talk about what we accomplished
yesterday and goals for today. We look for
opportunities to celebrate successes and
connect every day."

BE DELIBERATE
they need to deal with the changing
collection landscape because, as we saw, the
problems can change overnight."
Extra voluntary training focused on
employee needs rather than collection and
compliance needs can also be beneficial to
maintaining an effective workforce amidst
the disruption of working from home.
Employees are encountering different
challenges and stresses that can make
focusing on work difficult.
Williams & Fudge recently developed
a training session designed to help ease
the struggle of schooling kids from
home. The session featured a local
high school teacher providing tips for

30

and responding to questions about
helping kids learn from home, helping
parents manage their time and building
efficiencies for students.
"These training opportunities are not
about the company generating more
revenue, but rather helping our staff have
more power," Ruffino said. "A year ago,
I never imagined hosting a class about
how to home school your kids, but we're
adapting to the times."

PROVIDE OPPORTUNITIES FOR
INFORMAL LEARNING
One of the biggest challenges when
transitioning to a virtual workforce

Employees face far more potential
distractions working from home than
they do in the office. Family member
interruptions, barking dogs and the urge to
step outside for a few minutes because it's a
nice day are very real distractions. Knowing
that employees are likely to have difficulty
focusing on long training sessions, you need
to make every training interaction truly
count.
"If I'm putting out good content to staff,
it's my responsibility to keep it as userfriendly, efficient and short as possible while
still making it effective," Ruffino said. "If
employees are asked to view a three-minute
video, no problem. They see that it's not
going to be a 30-minute, soul-crushing

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Collector - October 2020

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