When many people think of contact centres, they still imagine traditional setups — large hubs filled with employees working entirely on-site. While that model certainly still exists, today’s reality looks a little different. At Foundever, we’ve seen firsthand how adopting a hybrid CX model can improve results, enhance employee satisfaction and create new opportunities for operational growth.
Here’s a closer look at how CX Everywhere is helping companies and employees thrive.
Why hybrid models boost performance
In operations that have implemented a hybrid structure, data tells a clear story: remote work can significantly improve performance metrics. For example, at Foundever, we’ve found absenteeism rates among remote employees are often much lower than those working entirely on-site. Less time spent commuting and more flexibility in personal schedules often means employees are healthier, happier and more committed to their roles.
From the employee’s perspective, the benefits of working remotely are easy to see. Long commutes — sometimes an hour or more each way — disappear. That extra time can be reinvested into education, personal development or simply improving work-life balance. And when employees feel supported and less stressed, they tend to deliver higher-quality work.
These findings are backed by research: Harvard Business Review, for example, conducted a study that saw employees increase productivity and satisfaction and reduce attrition. In the study, employees liked the hybrid model so much that quit rates fell by more than a third and saved the company millions of annual dollars.
This is just one example of many. In an online survey with employees who work from home at least 10% of the time, 76% of respondents reported improved work-life balance, 61% reported less burnout or fatigue at work and 52% reported higher productivity.
From the company’s side, embracing hybrid work can free up valuable office space, allowing businesses to expand teams or bring in new clients without expanding physical locations. The hybrid model creates more flexibility, helping companies scale and adapt quickly.
Getting companies comfortable with hybrid CX
While the benefits are clear, some company leaders still hesitate to fully embrace hybrid or remote teams. Concerns usually centre around maintaining quality, communication and performance. But with the right structure in place, a hybrid model can deliver — and even surpass — the results of a fully in-person operation.
Clear communication and strong organisational practises are key. Setting expectations from the start helps prevent issues down the line. Teams should know exactly what to do if unexpected challenges arise, such as internet outages or power cuts. Simple protocols, like when an agent should return to the office or when performance reviews trigger a location shift, can keep operations running smoothly.
Rather than reactively pulling employees back into the office when performance dips, proactive management that is rooted in clear rules and open communication can ensure that hybrid CX operations remain efficient and sustainable.
4 tips to effectively manage a hybrid team
Managing a strong hybrid team requires a combination of updated processes, accessible communication channels and frequent touchpoints with employees.
A few best practises can make a big difference:
- Keep intranets and internal resources up to date. Employees should always have access to the latest processes, policies and documentation, no matter where they are working from.
- Use alerts and notifications. When new processes are rolled out, proactive alerts help ensure everyone is aware and up to speed.
- Host meetings for critical updates. For minor changes, a simple notification may suffice. But for larger or more complex updates, a quick online meeting can ensure understanding and create space for employees to ask questions.
- Open dialogue is critical. Remote employees should never feel isolated from the team or left out of key conversations. Encouraging two-way communication keeps employees engaged and ensures small issues don’t snowball into larger problems.
Building connections in a hybrid environment
Keeping employees engaged, whether they’re at home or in the office, is central to a successful hybrid model. At Foundever, we place a strong emphasis on creating a sense of community across all working environments.
We run campaigns and initiatives simultaneously for both in-office and remote employees. Special dates, events and team dynamics are part of our culture, and we make sure they’re accessible to everyone. Tools like EverConnect, our intranet platform, allow employees to stay informed, participate in campaigns and join communities regardless of location.
This active communication strategy helps remote employees feel just as connected and valued as their on-site peers, ensuring the company culture remains strong across all locations and creating genuine opportunities for participation and interaction.
The connection between employee experience and customer experience
At the end of the day, your customer experience is only as strong as your employee experience. Happy, engaged employees deliver better service, are more productive and stay committed longer.
By offering flexibility through a hybrid model, companies show they trust their employees, prioritise their wellbeing and respect their time. In return, employees often show greater loyalty and drive better results.
Hybrid work is an evolution of the contact centre that empowers employees and strengthens CX. With the right communication, structure and culture, companies can unlock new levels of performance and satisfaction for both employees and customers.
At Foundever, we believe that creating connection and valuing conversation is at the heart of everything we do, whether in person or remote. Learn more about CX Everywhere.