Members Only | 09/02/22

Covid has turned our view of the world on its head. Our sense of belonging and connection has changed significantly, our habits and routines have altered, and our appreciation of things has shifted.

Businesses discovered that it’s a face-to-face transaction that generates real loyalty, customers connect with people and the impressions they make, their helpfulness, service and attitude. In contrast, the web-based world is as loyal as the service is good. Without the face of a person and someone to connect with, once something goes badly, loyalty is switched off and it’s just too easy to go somewhere else.

It’s now just the same for employees. More and more employers are finding it challenging as individuals continue to look for flexibility and security, whilst also placing increasing importance on the work-life balance. If you’ve taken the plunge and moved to a “working from home” policy permanently then engaging your employees from the outset and gaining that connection will be critical. Today, new recruits can move onto the next job within days of starting with you, being remote from the outset makes the connection with new recruits incredibly important. Just like customers, it’s easy to go elsewhere.

Wages have also been pushed higher and recruits are no longer willing to accept travel costs to their place of work. On the contrary, they are looking to increase their wages to pay for their home working costs such as electricity and heating. The home working or hybrid package is yet to settle down, recruiters are competing with some impressive packages right now.

In the pre-Covid office environment, there was generally a team approach that was nurturing for new recruits, easing new members into the team with a buddy or support system. Now with hybrid or home working, the way new recruits find their feet within the team has changed considerably and has become challenging on both sides.

To add to the complexity, for the first time in history, there are up to five generations in the workforce at one time: the Traditionalists, the Baby Boomers, Generation X, Millennials, and Generation Z, are all making up the modern workforce and vary in ideals and expectations. Creating the right hybrid model for workforces will be a key challenge for business leaders in 2022.

This new way of working requires additional investment, balancing the right amount of online manager time for everyone, helping new recruits get the right support from training, team leaders and colleagues and additional mental health awareness support and engaging online activities. Getting a laptop in the post and a quick call with IT and HR isn’t going to create any loyalty in those critical first few days for your newest recruits.

At TieTa we have been managing these challenges continuously over the last twenty months. Most of our clients, who are choosing to outsource their customer contact strategies or simply bolster their internal teams with additional support from our experienced agents are happy to adopt a hybrid approach. Some in highly regulated sectors understandably still prefer mostly office only agents and this has been very carefully managed.

Either way, our newest recruits are either spending time in the office at the beginning of their employment, meeting people and developing positive working relationships with colleagues, line managers and our training teams or if working from home at the outset, individuals are brought together using Microsoft Teams and our TieTa Treats platform. Nurturing our new recruits from the outset is something we feel creates early loyalty from one of our biggest assets. Our people.