Eight months into working from home and we still encounter problems en route to stabilizing this setup. Even so, we’re happy to see a maintained productivity level throughout with some VMAs saying that they feel more productive at home. Even with the available productivity tracking software, we are not privy to what our staff does at their work desk at home. Keeping them under surveillance or measuring their productivity based on how often they move their mouse or cursors doesn’t sit well with us. Doing so would only lead to an unpleasant — toxic even — atmosphere on top of a busy shift taking in calls and assisting clients and patients whenever they can. The term monitor is not something we’re comfortable using as it implies a rigid, legalistic system.
To be consistent with performance, we encourage our staff to work hard and smart to deliver the same level of productivity they have in the office. Working the night shift is tough, especially when you’re solitarily battling drowsiness and slack with a TV or bedroom just around the corner. We have account supervisors that manage VMA teams, and they bear the burden of coming up with creative ways to keep their members engaged and motivated. Replicating office dynamics online is everyone’s challenge in the new normal, but it’s through the collective effort of the managers and team members that we continue to find solutions and maintain good ratings with clients.