Benefits of Retraining Healthcare Contact Center Employees for Remote Working

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With constant technological advancements, employers and employees are adopting new ways of doing things. Remote working has become the new norm. The world is also undergoing a major crisis, which has forced most workers to work from home.

In this new face, it is crucial to ensure that your employees are prepared for the challenges they may face while working remotely. While some have been doing this for years, some companies are just getting started.

Remote working has proven to offer more benefits than working from a traditional setting. For starters, it improves productivity. This is mainly because employees are more focused when working from home than from a conventional center. You can set up a quiet workspace with minimum distractions, not to forget that you can determine your suitable work hours.

Remote working provides workers with the freedom to choose how, when, and where to work from. Freedom demands discipline, and you can trust that they will do their part to ensure that they meet targets.

The other advantage is that it promotes health, especially amid COVID-19 pandemic, when workers are required to maintain a safe distance to maintain their health. Working from a remote setting save workers from this hassle. It also reduces absenteeism and low productivity due to poor health. Moreover, commuting to work affects employees’ overall well-being as it cuts into their sleep and exercise time.

Improved health, freedom, and well-being result in increased morale to work. It also makes them feel that you value and trust them by letting them work away from the office.

Studies have shown that advances in digitization and automation will push 62 percent of executives to retrain their workers by 2023. The aim is to refresh employees and help them do their job in a digital environment. This is crucial, especially in healthcare admissions and concierge contact center employees.

Here are some reasons for retraining health care contact center workers.

Convey Value in Non-Tangible Way

Admission personnel must be able to convey the value in their practice in none tangible way. They no longer have to meet with potential students for admission and handling. They can do all these through phone, camera, and screen share and get the same connections they would if they met in person. Healthcare higher education institutions can grow by offering online classes, thus accommodating students from any part of the globe.

Increase Worker Engagement

Reskilling is the key to increased employee productivity through maximum engagement while working from home.  For example, in the current situation where workers are forced to work from home, they will have no excuse for failing to meet their target. They can be as productive as they would if they were working from the office and admit as many students virtually.

Even better, reskilling allow the workers to learn new skills, thus bringing out their best part. It will motivate them to think creatively while driving innovation. Your employees will feel that you value them to the extent that you invest in their further education.

Help them Adapt to Change                       

Retrained workforce helps in adapting to changes. Your workers know that the constantly changing nature of their work environment comes with a range of challenges. As new technology opportunities arise, they should be able to adapt to them. However, this does not mean that you should go beyond your budget to train them on each technology that comes up. You should focus on the soft skills needed to work remotely. This will improve their confidence and help them to perform complex tasks and communicate effectively.

Some of the soft skills include:

Time Management

Working remotely presents excellent opportunities for workers to work without distractions. However, some individuals tend to bury themselves in work until they lack time for family and other responsibilities. On the other hand, others spend more time watching TV and bonding with their loved ones to the extent of forgetting to work. Time management is the most important skill that workers must master before they embark on working remotely. This will save them from time wastage or working more than they should.


Tech Knowledge

The largest part of working remotely involves the use of technology. The employees must understand how to communicate virtually and make use of digital tools. This enhances virtual collaboration and communication with potential workers. This means that they should get comfortable with video conferencing and project management projects.

Written Communication

While remote working mostly involves phone calls and video conferencing to connect with colleagues and prospects, they should also be excellent in crafting messages and emails. Written communication is becoming increasingly popular with remote work environments as it is convenient and accommodates everyone’s schedule. A misspelled message or one that lacks clarity can result in miscommunication hence frustrations. The admission personnel and contact agents must, therefore, be well-versed in written communication for efficient operations.


Working from home requires top discipline in scheduling and organization. This means that you should set a schedule amid distractions and stick to it. You should also come up with goals every start of the week to help you track your time. Organization skill allows you to complete tasks on time and secure enough time for personal activities. It is the secret to completing projects timely while ensuring that you meet all requirements.

Take Away

More than 90% of workers from the US work remotely. The best part is that there has been a constant rise in remote job seekers’ opportunities, especially in healthcare, customer support, and teaching sectors. However, the bad news is that some workers are not prepared for the challenges they may face while working away from home. Besides having the skills and experience in the particular work line, the employers need extra soft skills to boost their work capacity.

You can count on us for a range of soft-skill courses to prepare your employees for their next phase. We offer online courses that entail all the mentioned areas. The best part is that the content, courses, and subscriptions are accessible to anyone with a smart device, including mobile phones and desktops and laptops.

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