January 28, 2025
Technology and remote work have completely changed how businesses get things done. They’ve opened up new ways to boost productivity and reduce risks. In our world of business outsourcing, this shift is a game-changer. By setting up smart systems to keep things in check, businesses can make sure everything runs smoothly.
Our own CEO, Michael Hayes notes “Technology and remote work can create an entirely new system of management checks to ensure productivity of staff and fraud prevention. In the Business Process Outsourcing (BPO) space we are often offered the 'one off' jobs and responsibilities that don't necessarily need full time attention, but the results can be catastrophic if not properly attended to. These positions are often a distraction for many workers and full of time traps resulting in inefficiency.”
So, how to avoid those traps? With a long-term dedication to productivity and efficiency, we’ve established several tried avenues that consistently yield positive results, regardless of where staff are based while working.
Mike explained some of these principals by saying “We ensure completion- GPS tracking, calendar scheduling, and time check-in's are important tools in managing efficiency of those tasks. Setting up the right system of supervisory checks will help reinforce efficient processing. It's funny how the simple act of making a task more visible will often decrease the time required to perform.”
Breaking that down, here are some ways that these systems have helped keep our teams focused and accountable using those prescribed tools:
GPS Tracking
-
allows you see where your team is in real time, which is great for location-based tasks
-
keeps everyone accountable without discrimination
-
helps prevent time-wasting and resource misuse.
Calendar Scheduling
-
A shared calendar is like a map for your team, showing what needs to be done and when.
-
Managers can easily track progress and spot any bottlenecks by keeping everything on a schedule.
-
Automated reminders help employees stay on top of their tasks and avoid last-minute scrambles.
Time Check-Ins
-
Offers planned intervals for support when needed
-
Regular check-ins create a clear structure, helping employees stay focused.
-
Paired with other tools, check-ins give a complete picture of productivity
You’ve probably heard the saying, “What gets measured gets managed.” We’ve found visibility to be an invaluable contributor to productivity. People naturally work faster and more efficiently when they know their progress is being tracked. This is why creating systems that make tasks and performance visible is so effective.
This method also allows us to follow-up on our long-encouraged practice of praising in public. When a team-member stands out in a positive way we are readily able to highlight and recognize that individual’s actions. It also allows managers to pinpoint improvement points to be discussed in private when necessary. In this way, those who deserve stand-out recognition do not fly under the radar, but stand out in a positive way.
Part of the GLC culture across our teams is accountability. Where remote work makes it easy for those who go above-and-beyond to go unnoticed, and those who barely meet minimums to do likewise, these practices allow our leaders to give due credit wherever it is earned. We find that it strengthens the commitment to teamwork, and allows the same flexibility for those to fulfil the Consider It Done practices that we encourage on-site, with the same methods of accountability.
In the trials of expanding remote work, we’ve seen excellence flourish. We’ve also seen a level of abuse from those who would take advantage of a company’s flexible practices. We’ve seen instances when those unwilling to commit to focus and efficiency on the job have exploited their "remote" systems including:
Time Cards
-
With remote login capabilities once in the "system" there is little/no ability to track individuals via IP address. Therefore, they can log in and clock in from anywhere- even if remote work is not authorized.
Cell Phone
-
On personal devices GPS data can be turned on/off by the user. This allows clock in/out from unauthorized locations. Enabling "geo-fencing" around approved facilities will force GPS usage and limit cell clock in/out fraud.
Removal of GPS/RFID tags from equipment
-
If the GPS/RFID tag is removed from assigned equipment they will move independently preventing proper accountability tracking.
Personal Use of Work Equipment
-
Postal/courier printing to remote users for unauthorized use. Without auditing of receiver data verification of the business, use is difficult to establish.
While it is disappointing to see location flexibility be exploited to reduce productivity, our years of experience have allowed us to cultivate best practices that benefit both clients, and our commitment to providing service with a commitment to excellence.
When done with care and attention, remote work has benefits for some staff members, while also contributing to some practices of Lean Six Sigma, to which we also subscribe. On the whole, we aim to provide our services with maximum efficiency and minimal cost, to which ends remote work can contribute.
We’re proud of the teams we have put in place, and their willingness to work within the bounds of our company and our client’s needs. Whatever the task, wherever the location, you can count on our experts to Consider It Done.