5 Traits of a Reliable Remote Workforce Model

As VP of Operations for the company, I observe the benefits of CanvasIT’s remote workforce model firsthand.

Our Model for Working Remotely

Every incident manager has a team of approximately ten technicians all of whom can earn the privilege to work from home assuming they maintain exceptional quality scores. We require each manager to conduct daily one-on-ones with their techs, and every week, the manager has two team members come into the office for feedback, training, and career mapping.

Our office space is located in the center of Atlanta and is primarily used as a training and onboarding center.  The whole team comes in for group training once a month.  The space is designed to foster collaborate group training and peer-to-peer communication.  This keeps everyone connected and ensures that the team is reliably and consistently trained and updated.  Team meetings and team events are just one way that we continuously work on building a healthy company culture.

 

Enhances Employee Retention

Employee retention is the biggest benefit of designing a remote workforce model and it fits well with CanvasIT’s business and clients.

Many people entering the workforce look for a way to work from home. Realizing this, we created a remote workforce strategy and see that when our technicians have the freedom to work from home, they are more likely to stay with the company.

Working remotely promotes a better work-life balance. Our employees don’t have to worry about a commute, which means when work is over they are already where they want to be.

Our employee turnover rate is significantly lower than traditional service desks providing us greater stability, and known employees that can be promoted from within the company.

 

Technology

CanvasIT employs technology to keep our remote workforce model running smoothly and reliably. CanvasIT uses KPI software to measure metrics such as inbound and outbound calls, overall service levels, number of calls, which techs are on break or at lunch, who is actively servicing clients and the nature of issues our clients need to be remedied.

With this level of information, we monitor our employee productivity more than most companies who require on-site work. Tracking performance allows us to pick out techs who need more training and require them to meet daily performance criteria.

We use Skype to conduct chats and video conferencing, troubleshooting collaboratively, and benefitting from everyone’s knowledge and experience even when we are not in the same location.

 

Adaptability

Our remote workforce model allows us to quickly adapt to our clients’ needs. When CanvasIT’s clients have issues that result in a sudden increase in service desk requests, we work from the cloud and add agents to the queue from multiple locations.  Increasing queue capacity happens with ease because agents are able to log in and get to work without having to set foot outside of their homes.

 

Cost Savings

Our research indicates that the average employee saves approximately $8,000 per year by working from home. These savings are accomplished primarily through reducing the need to eat out and significant savings in vehicle maintenance and fuel expenses.

The remote workforce model leads to major benefits for our clients and our employees. More flexibility, reduced costs, better service levels, and a better quality of life are the major reasons we shifted and continue to invest in the remote workforce model.

Dorian Nimmons
dnimmons@canvasit.com

Dorian oversees all Service Desk operations at Canvas IT. Dorian is a champion for delivering quality and employing ITIL Best Practice Methodologies. He applies measurement of key metrics, including call experience ratings to ensure a continuous state of improvement. He holds a Master’s Degree in Business Management from the Georgia Institute of Technology and a bachelor’s degree from the University of South Carolina in Information Technology. Prior to joining Canvas IT, Dorian headed the Help Desk IT group at COVAD Communications and MCI Telecommunications, managing a team of over 400 Service Desk analysts. Dorian also served in the United States Air Force for over 10 years as a leader in the Healthcare field. Over the course of his career, Dorian has supported over 100,000 end users



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