In May 2017 Contact Central Blog, Dr Kirk summarised key elements of effective return to work (RTW) programs and suggested implementation strategies.

Now, with an increasing number of agents considering working from home (WFH), new research showing Gen Y’s entering the workforce already injured, and new health risks associated with sedentary work (sitting is the new smoking), let’s review key points to make the most from RTW programs.

Effective programs include at least two of the following:

  • Health-focused interventions – Care of the individual
  • Service coordination interventions – Bring stakeholders together to coordinate program design and implementation
  • Work modification interventions – Improved or modified work environment

Plan an effective program

  • Agents make diary notes: * Discomfort (when and where) * Treatments * Costs
  • Team leaders build a safety culture: * Talk about injury prevention, * Reinforce the importance of diary notes, * Encourage discussion
  • The Business reinforces that safety culture: * Swift action to minimise agent discomfort and expenses, * Coordinated communication between stakeholders (including allied health practitioners), * Seeks feedback to improve program and outcomes

Report on program outcomes

  • Measure meaningful outcomes
  • Report to call centre community: * Program outcomes, * Benefits of early intervention, * Benefits of coordinated approach, * Actions taken by management to improve process and outcomes

The Bottom Line: Using your RTW program to empower agents and team leaders can increase morale and loyalty. A streamlined program built with input from all stakeholders will reduce the economic and humanitarian burden to your business and your agents. Be seen as an employer of choice that genuinely cares for agent welfare.

For more detail on RTW program recommendations, click here