How to set up a remote service center?

The Covid-19 pandemic revolutionized the world of work by consolidating the idea that it is possible, and even beneficial in some cases, to produce remotely. Previously reserved for a small handful of sectors, this type of operation was then extended in a hurry to all types of industries and companies. But paradoxically, instead of disappearing along with the virus, distance has, on the contrary, become fully integrated into professional customs.

You are an IT company, and you want to know how to set up a remote service center? Here are our tips for getting your project up and running quickly and easily.
 

How can a company operate remotely?

A mode of operation that operates primarily remotely depends on communication. Everything is done to enable seamless and effective collaboration among staff members, whether they prefer to work from home, in a coworking space, or from the company's premises. Here, the equality of the resources made available to all employees dilutes, if you will, the idea of distance.
 

Good to know

In a June 2021 study on telework, the Direction de l'Animation de la Recherche, des Études et des Statistiques (Dares) already revealed that 55% of employees said they had better concentration and efficiency when working remotely, and therefore greater productivity.

 

How to set up a remote service center?

Working remotely is no longer a privilege, but is now accessible to all and easy to implement. As an IT company looking to expand its reach, creating a remote service center is a strategy that fits with changing business habits. Here is how to proceed.
 

Create unified policies that staff members can use and understand
 

A remote computing company can only function when each employee is able to find his or her place and work in an intangible environment, which has no tangible framework. For this to happen, the company must create clear measures that inform each productivity actor about the rules and processes applicable within the company with regard to remote work. 

The key points of a remote work policy, to be modulated according to the specificities of each company: 

• Attendance;
• Confidentiality;
• Data protection;
• Employee Code of Conduct;
• Dress code during meetings, meetings with clients or partners;
• Productivity; 
• Performance monitoring.

 

Important

As in any business setting, the remote work center will at some point welcome new employees. It is therefore essential for the company to create an integration process, specifically designed to welcome and include these new recruits. This step is often decisive in their retention.

 

The right work tools

Project management, scheduling, video conferencing, cloud storage - the success of any remote service desk project depends on investing in tools that are truly practical. They must be proven to be easy to integrate into existing operations, improve productivity and minimize the risk of miscommunication. And they must be transparent to their primary users: the employees!

 

Share the work with other outsourced IT professionals

By setting up a remote service center, the company broadens its horizons, including in terms of recruitment. This means that it can now easily recruit IT specialists from, for example, outsourced development agencies. This strategy makes it possible to quickly add skills that are difficult to find locally.

 

IT is a sector of the future! Discover how Esokia, a remote IT development agency, can help you. 

 

Creating the right work environment with dematerialization
 

Just like in the office, the employee must have all the hardware, software and tools they need to work. In a remote service center, the work environment must not only allow employees to work in peace, but also remind them that they have a duty of productivity to their employer. 

A remote service center must provide each remote employee with at least: 

• Computer;
• Data security software;
• All the necessary software to accomplish the tasks assigned to it;
• A phone and/or a tablet;
• All or part of the internet connection.

 

Plan real physical meetings between employees

Last but not least, even in the context of a remote service center, employees need to meet physically. Of course, this practice is for employees in the same area, country, etc. Nevertheless, it is an essential aspect to strengthen cohesion and especially to remove any feeling of isolation and loneliness that may undermine the morale of some people.