Working From Home (WFH) – A Sri Lankan Perspective
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| (Photo by Ketut Subiyanto) |
Human Resources Benefits of WFH in Customer Service
Increased Employee Satisfaction, Retention, and well-being
By providing employees with more flexibility and work-life balance, WFH can increase job satisfaction. According to studies, flexible work schedules boost employee engagement and reduce attrition. Because they have greater control over their schedules and working environment, employees who work from home report higher levels of job satisfaction, according to a quantitative study on Sri Lanka's banking sector (Perera & Tilakasiri, 2024). WFH is especially attractive in Sri Lanka, where traffic jams and inadequate public transport facilities can make travelling difficult.
Cost Reduction for Employers
The financial advantages that come with remote employment are particularly advantageous to employers in poor nations like Sri Lanka. The costs associated with utilities, office space, and operating resources are kept to a minimum. These savings can be used to improve customer service tools or train employees in customer service roles, where infrastructure expenses (such operating huge contact centres) might be costly. The advantages that WFH could experience are outlined in detail in this report on the Sri Lankan information technology (IT) sector. (Wijegunawardhana, 2022)
Access to a Broader Talent Pool
WFH eliminates regional restrictions, enabling companies to recruit skilled workers from other areas or even foreign nations. (Vaiman et al., 2021) For customer support teams, this can be a game-changer, especially in developing countries like Sri Lanka where trained people may be concentrated in urban areas. Employing remotely allows businesses to access talent from remote, less accessible regions, promoting greater inclusivity and diversity.
Disaster Resilience
Given Sri Lanka's susceptibility to cyclones, floods and tsunamis, WFH is an important instrument for business continuity. According to studies, working remotely can lessen the effects of natural catastrophes on companies by guaranteeing access to necessary services and minimising operational delays. For instance, WFH helped firms recover from natural disasters faster and continue to provide important services (Epasinghe & Karunathilaka, 2021)
Human Resource Challenges of WFH in Customer Service
Technological and Infrastructure Barriers
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| (Share of Internet users vs. share of population who can afford the entry-level mobile or fixed broadband basket, 2021) |
The absence of strong infrastructure is one of the main obstacles to adopting WFH in a developing nation like Sri Lanka. Remote workers frequently deal with unstable internet connections, frequent power outages, and limited access to contemporary technology. The International Telecommunication Union (ITU) reported that in 2021, just 50% of Sri Lankan homes had access to dependable internet. Customer service performance may be hampered by these infrastructural issues, particularly in contact centres that depend on real-time communication.
Communication and Collaboration Difficulties
A WFH structure could harm the teamwork and prompt communication that customer care teams depend on. Working remotely makes it more difficult to have impromptu meetings or deal with pressing client concerns in person. Effective remote interactions may be hampered in Sri Lanka by the cultural desire for face-to-face communication, which makes this problem worse. This is outlined the perception of Sri Lankans by a study on online versus in-person classes. (Perera et al., 2021)
Quality Assurance and Monitoring
Upholding quality standards is crucial in customer service. When agents operate remotely, it might be more difficult to keep an eye on staff members and make sure that key performance indicators (KPIs) like response time and customer satisfaction are being followed. Some employees run the danger of performing poorly in the absence of physical supervision. (De Vincenzi et al., 2022) Although there are monitoring technologies available, (Riso, 2020) they might not be as good at picking up on subtle customer service problems like empathy or tone of voice, which are critical in a contact centre setting.
Employee Isolation and Inequal Gender Impact
WFH can cause feelings of isolation, particularly in customer service positions where social connection and teamwork are essential for handling stressful situations. According to a Sri Lankan study, women who work can be mostly ignored if they lack access to infrastructure and appropriate support networks. This becomes a challenge in recruiting and retaining the female labour force. In Sri Lanka, where workplace relationships are highly valued, the lack of social interaction can negatively affect morale and productivity, which, in turn, impacts service quality. (Bonacini et al., 2021)
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| (The outsourcing of tasks on one freelance platform across countries, inflow of work and earnings, 2019) |
The Perspective
WFH provides customer service teams in developing nations like Sri Lanka with several benefits, such as reduced costs, increased employee satisfaction, and access to a larger talent pool, but it also comes with a number of drawbacks. If not handled appropriately, technological obstacles, communication failures, and challenges with performance monitoring can cancel out these advantages. Addressing these issues requires a solid technology foundation, efficient remote collaboration tools, and an emphasis on staff well-being for businesses can be attained through clear directives or specific initiations through strategic human resource management.
References
- Perera, G., & Tilakasiri, K. (2024). The Impact of Remote Work on Employee Job Satisfaction and Well-Being: A POST-COVID 19 Pandemic Quantitative Study on the Banking Industry in Sri Lanka. Sri Lankan Journal of Banking and Finance, 7(1), 67-96. doi:10.4038/sljbf.v7i1.54
- Wijegunawardhana, R. (2022). The Emergence of the Work from Home (WFH) Phenomenon during Covid-19 and Its Effect on the Information Technology Industry: A Review of Literature. Sri Lanka Journal of Management Studies, 4(2), 1. doi:10.4038/sljms.v4i2.94
- Vaiman, V., Cascio, W.F., Collings, D.G. and Swider, B.W., 2021. The shifting boundaries of talent management. Human Resource Management, 60(2).
- Epasinghe, N. and Karunathilaka, K.G.G.S., 2021. The Challenges And Benefits Of Work-From-Home Practice Towards The Employees’ job Satisfaction: A Study In Crushing Industry Of Sri Lanka During The Covid-19 Pandemic. Journal of Multidisciplinary Research, 1(01).
- Adikaram, A.S. and Naotunna, N.P.G.S.I., 2023. Remote working during COVID-19 in Sri Lanka: lessons learned and what the future holds. Employee Relations: The International Journal, 45(4), pp.1035-1056.
- Perera, P.J., Rajakaruna, M.M. and Perera, P.S., 2021. Comparison of ‘In-Person’Vs ‘Online’Teaching, According To Student Perception; A Descriptive Cross Sectional Study From A Medical School In Sri Lanka.
- De Vincenzi, C., Pansini, M., Ferrara, B., Buonomo, I. and Benevene, P., 2022. Consequences of COVID-19 on employees in remote working: challenges, risks and opportunities an evidence-based literature review. International Journal of Environmental Research and Public Health, 19(18), p.11672.
- Riso, S. (2020). Employee monitoring and surveillance: The challenges of digitalisation.
As you correctly mentioned in this article working from home has completely impacted how we approach our careers! It provides amazing versatility, allowing people to design their work environments to meet their needs. The elimination of a daily commute can greatly reduce stress and save time, making it simpler to balance personal and professional obligations.
ReplyDeleteHowever, it does have drawbacks, such as the possibility of feeling alone and the difficulty of distinguishing between work and personal life. Maintaining good communication and collaboration with colleagues can also be challenging. Overall, while remote work has its benefits and drawbacks, it does open up new opportunities for how we might work and live.
Great point! Remote work has undoubtedly transformed the way we work. It offers flexibility and work-life balance, but also presents challenges like isolation and blurred work-life boundaries. Effective communication and collaboration are key to making remote work successful.
DeleteThis article offers valuable insights into the benefits and challenges of working from home in Sri Lanka, especially within the customer service sector. It's encouraging to see how WFH can enhance employee satisfaction and reduce costs for employers, particularly in a developing country context. The emphasis on flexibility and well-being is crucial, and it highlights the potential for positive change in work culture. Great work!
ReplyDeleteThank you! We're glad you found the article insightful. It's encouraging to see the potential benefits of remote work, especially in developing countries like Sri Lanka. By prioritizing employee well-being and flexibility, businesses can create a more positive and productive work environment.
DeleteYou have provided a great insight about the Human Resource Challenges of WFH in Customer Service. The technological and infrastructure barriers, such as unstable internet connections and frequent power outages, are significant hurdles in a developing country like Sri Lanka. Addressing these issues is crucial for maintaining high performance and employee well-being in a remote work environment.
ReplyDeleteFurther, I suggest you read my blog https://thilan89.blogspot.com/ also to have a better understanding on employee relations and the digitalization. Remember to leave a comment. 😎
Thanks for the comment and suggestion! This is a very important point. Infrastructure limitations like internet connectivity and power outages can definitely pose challenges for WFH customer service in Sri Lanka.
DeleteI have checked your blog at (https://thilan89.blogspot.com/) to learn more about employee relations and digitalization. It's excellent!
your article provides a comprehensive view of the benefits and challenges of remote work in Sri Lanka’s customer service sector, especially from a human resources perspective.
ReplyDeleteOverall, it's a thought-provoking and relevant piece for understanding WFH in a developing country.
First this blog exceptionally provides insights on how the successful outcome of customer service depends on significant interaction, in an environment where practices working from home it will be utterly crucial and challenging to maintain communication engagement and motivation feelings of distance isolation and disconnection with collaborative team dynamics collective and effective decision making as it mentioned above Hr needs to find new ways of monitoring performance with managing time effectively and set boundaries avoid burns out providing access to psychological support needed to ease mental stress and to set up flexible more adoptive schedules regular breaks and constant keep up with the feedbacks while trusting employees autonomy and keeping them motivated to deliver a sophisticated output
ReplyDeleteThank you Ishara! You've accurately highlighted the key challenges and opportunities of remote work in customer service. HR plays a vital role in fostering a positive remote work environment by implementing strategies that address communication, motivation, and employee well-being.
DeleteThis article does a great job of showing both the perks and challenges of working from home in Sri Lanka, especially in customer service. While WFH offers flexibility, cost savings, and a wider talent pool, issues like poor internet and lack of face-to-face interaction can really impact performance. For WFH to be successful, businesses need to invest in reliable tech and find ways to keep teams connected and motivated, especially in a country like Sri Lanka.
ReplyDeleteI appreciate your feedback Ishan! You've accurately highlighted the key benefits and challenges of remote work in Sri Lanka. It's crucial for businesses to address these challenges to maximize the potential of remote work and ensure employee productivity and well-being
ReplyDeleteExplore how working from home is reshaping professional life in Sri Lanka—its benefits, challenges, Gcc Human Resources and the cultural shift driving remote work adoption across industries in this island nation.
ReplyDelete