ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


How to Create a Policy Statement for Work-at-Home Agents

discussingDespite the urgency to quickly launch a work-from-home program for contact center agents, it’s essential to take time to create a robust policy statement. Why? Because this document is where you clearly spell out the responsibilities of your company, and your agents, in a remote work environment. Not only will your policy statement serve to clarify expectations, it will proactively address areas such as technology, expenses, and participation, as well as HR and legal concerns.

As you draft your document, draw on the expertise of your peers and colleagues at other companies who are willing to share their policies. Learn from their experience; it will ensure you think through all the facets you’ll want to address with your own work-from-home policy statement.

I’ve found most companies are eager to share their statements, and their expertise. In talking with hundreds of companies launching work-at-home agent programs, many have shared their policies with me. Let’s take a look at some of the topics you’ll want to address in your policy statement:

Specify qualifying criteria

Qualifying criteria typically includes the following:

  • Minimum period of time the agent has worked with your company
  • Quality score of at least X% or greater for a period of Y months
  • Has the candidate received any formal disciplinary actions in Z months?
  • Has the candidate exceeded their number of sick days for the year?
  • Has the candidate successfully completed required training (specify)?

If, based on business needs, you require most or all of your workforce to work from home temporarily, you may need to put some of these qualifying criteria to the side -- at least during the period of emergency. That’s one of the reasons why it’s imperative to include a clause that your policy is subject to change at any time, for any reason.

Work environment

Ideally, your customers will have no idea they are talking with an agent who is working remotely. That means it’s important for the home work space to be fairly noise-free. A few questions you’ll want to address:

  • While ideal, is a private work space or office a requirement?
  • Is the workspace relatively isolated from noise and distractions?
  • Is there a high-speed internet connection? Does it meet your minimum standard for speed?
  • Does the work environment meet ergonomic criteria? (This may include an adjustable chair and appropriate lighting.
Now, here is a sticky one - will you assess a prospective home agent’s work environment beforehand? If you’re requiring them to work from home in a pinch, you may not have the latitude to be as stringent about their workspace as you would under ordinary circumstances.

Nevertheless, from a worker’s compensation perspective, be sure their workspace is compliant with ergonomic requirements.

One company’s policy stipulates that injuries at their home work location are covered by their Worker’s Compensation policy. However, it also contains this clause:

“The Company shall not be liable for any injuries to third parties in the Employee’s At Home location. Employee agrees to indemnify, defend and hold the Company harmless from any loss, claim, damage, cost or expense (including but not limited to attorney’s fees) incurred by reason of any injury to person or damage to property on or about the Employee’s At Home Location.”

Be clear about who pays for what

You’ll want to remove uncertainty about expenses. This will require carefully thinking through what expenses the agent may incur, and whether your company or the agent will be responsible for them.

For example:

  • A laptop. Under ordinary circumstances, some companies require the agent to provide their own laptop. But if business requirements dictate the agent work from home, this is an expense you’ll probably want to cover.
  • A noise-cancelling headset. Will the agent bring their office headset home, or will they need to order one? Do you have a preferred headset vendor, and will you cover the cost?
  • High-speed internet. What is the minimum acceptable speed? If the agent needs to upgrade their internet equipment or speed, who will be responsible for the added expense?
  • Equipment needed for ergonomic compliance, such as a monitor and an adjustable chair.
  • Office supplies such as a printer, if needed.
  •  Postage, shipping costs, etc.

Will there be a trial period and/or performance requirements?

Under ordinary circumstances, many companies set a trial period to see if work-from-home is working for the agent as well as for the company. Policy statements stipulate the minimum performance requirements the agent must meet and maintain in order to work at home. If the agent doesn’t meet these requirements over the specified timeframe, what happens? Will the agent be asked to come back into the office, or will he or she be put on a performance plan or terminated?

One policy statement includes this clause:

“Unless prohibited by state law, this At Home Agreement in no way alters the Employee’s status as an at-will employee of the Company, nor does it create any contractual obligations, express or implied, affecting the at-will relationship between the Employee and the Company.”

For some companies, work-from-home is a business mandate -- for now. When you’re able to move agents back into the office, some may want to continue working from home. Will your company allow them to continue to do so? Or will it depend on an agent achieving and maintaining specific performance levels? Regardless, it’s a good idea to think through -- now -- what performance levels you will require today and in the future.

Agent and supervisor meetings

When agents are working remotely, you miss those daily opportunities for impromptu chats. Now it’s important to set up regular agent/supervisor meetings. Face-to-face meetings are important, and you can do that with video calls. Several technology companies are making that easy by providing free meeting options. With video, you’ll be able to more thoroughly assess the agent’s work environment and gauge surrounding noise/distractions (or hopefully the lack thereof).

Specify the frequency of touch-base meetings in your policy statement. And, make it a priority. Block the time in your calendar with each agent to ensure these regular meetings actually do happen.

Reserve the right to change your policy

Be sure to include caveats in your policy statement, such as “This policy is subject to change at any time.” You undoubtedly will need to modify it. The needs of your business are constantly evolving, and topics/issues will arise that you simply don’t think of initially.

Once you’ve created your draft policy, review it with your management, the contact center supervisor team, HR, and legal. But first, run it by a few of your agents. They’ll likely have questions or suggestions that you can proactively address before you share the draft more widely.

Next steps

One final suggestion -- draw on the expertise of your peers and colleagues at other companies who may be willing to share their policies. Learning from the experience of others will help your company be more prepared as you establish and tweak your own work-from-home policy statement.

When your policy statement has been reviewed and approved, go through it with each agent to see if they have questions or concerns. Finally, make sure they read and sign the policy statement before they begin to work from home. If agents are already working remotely, the policy statement is still a necessary document. It clarifies your expectations, removes ambiguity, and preempts the type of conversation that starts with “you didn’t tell me…” or “I didn’t know…”

That being said, if you have anything to add, or have any clarifying questions as you establish your policy, let’s keep this discussion going on Twitter. You can find me at @kayphelpstweets.