“He did so well at first and now his stats are going downhill. I’m not sure what’s wrong.”
This is a common statement heard in the virtual/at home contact center environment.
What is “Virtual Shock?” In the at home/ virtual contact center environment, it is a point in the employee tenure when “things just don’t feel right.” They are not enjoying their job as much and their stats are going in the wrong direction. These advisors have been taken out of the “normal” contact center environment where engaging with others is constant, and start to feel isolated and alone.
The first stage of “Virtual Shock” takes place 8-12 weeks after an advisor “hits the virtual floor” – AFTER training and nesting. Here are the signs your virtual employee may be the victim of “Virtual Shock.”
They aren’t chatting as often as they were on team chat. They used to be engaged….now you don’t “see” them participating as much.
They start coming to work a little late or calling in sick.
Their stats aren’t quite as good and everyone is shocked because “Bill”
was great out of the gate. What happened?
Looking for and understanding these obvious signs of “Virtual Shock” before your advisors are at a point of no return is imperative to managing your organization.
Companies lose potentially great employees when they fail to identify the emotional challenges that come with working in a virtual contact center. Coming up with a game plan is critical to minimize the effects of the “Virtual Shock,” and to build a lasting virtual / at home organization.