Johnny C. Taylor Jr. is working on your HR questions as part of the USA Today series. Taylor is the world’s largest HR professional society and the president and CEO of the Human Resources Management Association, author of “Reset: A Guide to Leaders to Work in an Era of Trending Times.”
Do you have a question? Please send it here.
Question: I lead a virtual customer service centre. 66% of our positions are remote. Since expanding to remote work, we have improved recruitment capabilities. However, retention is significantly lower among remote staff than among hybrid and on-site workers. What can you do to reduce turnover between remote staff? – Tia
Answer: Employers face clear challenges when managing their remote workforce. As a result, if face-to-face or hybrid operations are not feasible, innovative solutions need to be developed. It is important to tackle remote staff issues while encouraging inclusion and engagement within the team to reduce sales for remote employees. Below are some practical strategies that can help you maintain a remote workforce.
◾Build a powerful remote culture. Remote work offers the flexibility to attract top talent, but requires intentional effort to create a cohesive culture. It clearly coordinates individual roles with the organization’s mission and goals, giving employees a sense of purpose. Transparent communication from leadership is important here. Regularly strengthen the value of your company and ensure that remote staff feels connected to the broader organization.
◾It promotes personal connections and relationships. Strong work relationships have even more weight for remote teams. Dedicate time to regular one-on-one check-in and make these personal as professional. If possible, use video calls from meetings to foster better human connections. Celebrate milestones such as work anniversary, individual achievements, or successes from teams that foster friendship and inclusivity.
◾Use technology effectively. Use collaboration tools that promote engagement and real-time communication. Platforms like Slack, Microsoft Teams, and Zoom help to replicate the spontaneity of your office environment. For example, host virtual coffee breaks and team building exercises to facilitate informal employee interactions. To further support your affiliation, consider a mentorship program or buddy system to help new employees move smoothly and develop strong connections.
◾We will conduct a stay interview. Proactively address employee concerns before conducting regular stay interviews to become a reason to leave. These conversations allow you to identify issues affecting engagement, understand what employees value most, and take meaningful steps to improve your remote work experience.
◾Collect exit feedback. For employees leaving, exit interviews can provide valuable insight into the downsides of regular themes and retention efforts. Work closely with HR to analyze this data and use it to make thoughtful changes that lead to employee needs.
By focusing on intentional communication, fostering relationships and providing engagement opportunities, virtual customer service centres can turn low retention rates into long-term loyalty. Creating a remote environment where employees feel valuable and connected will help them thrive and ultimately stay. Good luck!
I worked as an Engineering Program Manager for 11 years. I feel like I’m struggling with my career, so I want to explore more of what I can do. However, I don’t want to go back to school for a large period of time due to high costs. What is the best way to determine what other industries, occupations and career paths my skill set fits? – Chris
As an engineering program manager for over a decade, determining whether your skills can be transferred is a step that empowers you to find new opportunities. Here’s how you can explore your options without expensive and time-consuming higher education.
Evaluate and classify skills. Start by creating an inventory of your skills. Divide them into three categories.
academic technical skills (e.g., project management methodology, data analysis, engineering expertise).
◾Management skills (e.g., key teams, budget management, timeline supervision).
As some people mention, power skills, or soft skills (communication, problem solving, adaptability).
These power skills are extremely valuable in healthcare, technology, consulting, nonprofit organizations, and other industries. The HR experts surveyed identified management and soft skills as top skills needed for today’s workplace.
◾A role that can be transferred to research. Curiosity is your superpower. Enter your skills and discover potential career options using career assessment tools such as O*Net Online and Skillport. These tools can suggest industries and roles that your expertise matches.
Additionally, consider reaching out to experts in the area that piques your interest through LinkedIn or through networking events. Ask about skills in demand, explore industry-specific trends, and identify the best locations for the background.
Gain industry-specific knowledge. You don’t need to sign up for long or expensive programs to pivot your career. Instead, explore:
◾Short-term certification: Find programs in areas such as Agile Scrum, Six Sigma, or technical product management to update your expertise.
◾Online Learning Platform: Websites such as Coursera, Udemy, and LinkedIn Learning offer affordable courses tailored to your interests.
expertce setback in your experience: Your 11 years of engineering program management experience is an asset. Many industries evaluate professionals with strong analytical thinking and problem-solving skills. Explore roles such as operations management, product development, executive leadership, and more, where the ability to lead projects and teams is seamlessly translated.
◾I’m looking for guidance: Finally, don’t hesitate to reach out to career coaches or mentors who can provide personalized advice and practical steps. Networking with trusted professionals can open the door to new industries and opportunities.
An objective look at your experience, knowledge and skill set requires the use of all the available resources and support. By pivoting your skills to your new industry and using certification or courses to your pivot, you can set yourself up for exciting career opportunities without the burden of extensive schooling. You have already achieved many things – this is your chance to explore new possibilities based on its success!
The opinions and opinions expressed in this column are the authors and do not necessarily reflect the opinions of USA Today.
