Return to Office: What It Means for Your Contact Center

Across industries, organizations are pushing employees back to the office. Leaders cite collaboration, productivity, and company culture as key reasons for the shift.

But what does this trend mean for contact centers that have spent the past few years adapting to remote and hybrid work models?

The return-to-office (RTO) movement is reshaping contact center operations, staffing, and customer experiences. In this article, we’ll explore the challenges, opportunities, and best practices for navigating this transition while keeping employees engaged and customers satisfied.

The Return-to-Office Trend: What’s Driving It?

The move toward RTO is not just about preference — it’s about business pressures and leadership philosophies. Some of the biggest drivers include:

• Collaboration and innovation: Employers believe in-person interactions foster stronger teamwork and faster problem-solving. Spontaneous office conversations are harder to replicate virtually.
• Productivity concerns: Some executives argue that remote work slows execution, pointing to issues like reduced meeting attendance or delays in project delivery. Research from Stanford University supports this, showing that fully remote work is associated with about 10% lower productivity compared to fully in-person work.
• Company culture and engagement: Leaders see face-to-face interaction as more effective in building loyalty and aligning employees with organizational values.
• Security and compliance: Industries such as finance, healthcare, and government find that in-office work reduces risk and improves adherence to regulations.

A 2024 survey by Resume Builder found that 93% of business leaders believe employees should be in the office at least part of the week, highlighting the widespread preference for in-person collaboration. Contact centers, with their reliance on frontline staff, are directly impacted by these trends.

How RTO Impacts Contact Centers

Return-to-office policies influence more than just where employees work. They create ripple effects across customer experience, employee engagement, and operational costs, making it essential for contact centers to carefully evaluate both benefits and challenges.

Return to Office for Customer Experience

Every workforce decision, including return-to-office policies, ultimately impacts the customer experience. Contact centers must consider how changes to staffing, location, and workflow influence service quality.

Benefits of Returning to the Office for Customer Experience:

• Enhanced collaboration: In-office agents can easily speak to colleagues or supervisors for guidance, resulting in quicker problem-solving and improved first-call resolution.
• Immediate coaching and feedback: Supervisors can observe interactions and provide real-time coaching, which helps maintain high service standards.
• Stronger team culture: Face-to-face interactions can foster a more cohesive team environment, which often translates into better customer interactions and more engaged employees.

Challenges of Returning to the Office for Customer Experience:

• Turnover and talent loss: If experienced remote agents leave due to mandatory in-office policies, customers may be served by newer, less experienced staff. This can lead to longer handling times, more escalations, and inconsistencies in service.
• Adjustment period: Even when agents remain with the organization, transitioning from remote to in-office work can temporarily disrupt established workflows. Commuting, shared workspaces, and different in-office systems can affect focus and efficiency. For instance, background noise or new equipment may slow navigation between tools or impact call clarity, leading to temporary dips in response times and call quality until agents readjust.

• Increased workload for in-office teams: During RTO transitions, in-office staff often shoulder more responsibilities because they are more accessible to managers for training, coaching, and process changes. This added demand — on top of regular call handling — can raise stress levels and sometimes slow problem resolution.

Customers expect seamless service regardless of the agent’s location. Contact centers that balance flexibility with collaboration maintain high-quality service, boosting satisfaction and loyalty.

Tracking metrics such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), average handling time, and first-call resolution before and after RTO changes ensures workforce policies support both employee experience and customer outcomes.

Return to Office for Employee Engagement

While return-to-office discussions often focus on productivity and operational efficiency, employee experience is a critical factor that organizations cannot overlook. Happy, engaged agents are more likely to deliver excellent customer service, so understanding how RTO affects them is essential.

Benefits of Returning to the Office for Employees:

• Collaboration and connection: In-office work can strengthen team relationships, foster spontaneous idea-sharing, and build a sense of belonging that is harder to achieve remotely.
• Professional development: Face-to-face coaching, mentorship, and training opportunities can accelerate skill growth and career advancement.
• Structured work environment: For some employees, being in the office provides clearer boundaries between work and home life, improving focus during business hours.

Challenges of Returning to the Office for Employees:

• Commuting fatigue: Daily commutes can add hours of stress and reduce work-life balance.
• Reduced flexibility: Employees who have grown accustomed to remote or hybrid schedules may feel constrained, potentially lowering engagement.
• Retention risks: Staff who value flexibility might consider leaving organizations that do not accommodate remote or hybrid options.

Organizations that collect employee feedback via surveys or focus groups can design policies that balance company objectives with well-being, maintaining morale, engagement, and performance.

Return to Office for Operational Costs and Infrastructure

Returning to the office doesn’t just affect people — it also changes the financial and infrastructure equation for contact centers. Shifts in where employees work alters overhead costs, technology needs, and long-term investment strategies.

Benefits of Returning to the Office for Operational Costs:

• Simplified device management: On-site employees allow IT teams to manage hardware and troubleshoot issues more quickly.
• Centralized support: Less reliance on shipping, remote monitoring, or providing duplicate equipment to home offices can reduce complexity.
• Potential efficiency gains: Facilities and technology can be standardized more easily when the majority of staff operate from a shared location.

Challenges of Returning to the Office for Operational Costs:

• Increased overhead: Office leases, utilities, cleaning, and on-site IT support all add to ongoing expenses.
• Infrastructure strain: Returning large numbers of staff to the office may require upgrades to workspace design, ergonomic setups, or even HVAC systems to accommodate hybrid scheduling.
• Technology investment pressure: Even with more staff in the office, cloud platforms, omnichannel tools, and collaboration software remain critical to ensure flexibility and resilience. This creates a dual cost burden of both physical office upkeep and digital transformation.

For contact centers, the key is striking a balance — ensuring investments in physical space align with modern cloud-based tools. Organizations that align infrastructure spending with workforce needs are better positioned to maintain service quality without overspending.

Best Practices for Navigating the Shift Back to the Office

Contact centers can successfully manage return-to-office transitions by adopting thoughtful strategies that balance employee needs, operational efficiency, and customer experience. Here are nine key best practices:

1. Offer Hybrid Options

Hybrid work models allow agents to split their time between home and office, providing flexibility without sacrificing collaboration. Implementing hybrid schedules can help retain top talent, reduce burnout, and widen the recruiting pool beyond local candidates.

Key elements of a successful hybrid model include:

• Flexible in-office scheduling: Designate specific days for team meetings, training, or complex problem-solving, while allowing remote work for routine tasks.
• Clear expectations: Communicate what is expected on in-office days versus remote days to maintain accountability.
• Technology support: Ensure agents have access to the same systems, tools, and resources whether they are in the office or at home.
• Recruitment advantages: Hybrid options allow hiring from a broader geographic pool, attracting top talent who may not live locally.
• Retention benefits: Flexibility improves work-life balance, increasing engagement, loyalty, and job satisfaction.

For example, agents might come in for collaborative projects or mentor sessions while completing individual customer interactions from home. This approach balances efficiency, employee well-being, and consistent service quality.

2. Communicate Clearly

Transparent communication is essential during any workforce transition. Employees often feel uncertainty when policies change, and unclear communication can lead to disengagement, resistance, or attrition. Leaders should explain not only the “what” of RTO policies but also the “why,” highlighting the benefits for employees, teams, and customers.

Practical strategies include:

• Regular updates: Weekly or biweekly emails or newsletters can keep employees informed about schedules, safety protocols, or technology changes.
• Q&A sessions: Virtual town halls or in-person sessions allow staff to ask questions and voice concerns.
• One-on-one check-ins: Personalized conversations ensure employees feel heard, and managers can address unique challenges or personal circumstances.

Clear communication builds trust, reduces anxiety, and fosters engagement. It also signals that leadership values employees’ perspectives, which is especially important in hybrid or transitional work environments where agents may feel disconnected from organizational decisions.

3. Invest in Modern Tools

Technology can make or break an RTO transition. Contact centers should invest in cloud-based platforms, workforce management systems, AI support tools, and collaboration software to maintain efficiency across distributed teams.

Key benefits of investing in modern tools include:

• Seamless workflows: Cloud solutions allow agents to access the same systems, scripts, and customer histories whether they are in-office or remote.
• AI-driven support: Automated call routing, chatbots, and predictive analytics help agents handle complex queries efficiently and reduce response times.
• Collaboration tools: Video conferencing, messaging platforms, and virtual whiteboards maintain team cohesion and ensure knowledge sharing even when not everyone is in the office.

For example, using a unified cloud contact center platform enables supervisors to monitor performance, provide real-time coaching, and track KPIs across locations. By minimizing disruption and ensuring consistent customer experiences, technology investments reduce friction during RTO transitions and support long-term operational success.

4. Prioritize Training and Coaching

Training and coaching are critical components of maintaining performance during RTO transitions. In-office time should be leveraged for activities that benefit most from face-to-face interaction, such as collaborative workshops, role-playing, and mentorship programs.

Meanwhile, remote or hybrid agents can continue skill development through digital tools, such as:

• Webinars and e-learning modules
• Virtual coaching sessions
• Online peer mentoring

A structured training program ensures all agents, regardless of work location, are knowledgeable, confident, and prepared to handle customer interactions effectively. Continuous coaching also helps reinforce company values, improve customer service consistency, and reduce errors.

For example, new agents might shadow experienced colleagues in the office to learn complex workflows, while remote agents can participate in online skill assessments and coaching sessions to reinforce knowledge. By combining in-person and digital learning opportunities, contact centers create a scalable, adaptable training environment.

5. Monitor Key Metrics

Measuring success is crucial to understanding the impact of RTO policies. Contact centers should track both operational and employee-focused metrics, including:

• Employee turnover and absenteeism: Monitor retention trends to assess how RTO affects engagement.
• Adherence and productivity: Track adherence to schedules and completion of tasks to identify workflow bottlenecks.
• Customer satisfaction/Net promoter score (CSAT/NPS): Measure service quality to ensure RTO changes do not negatively affect customers.
• Average handling time (AHT) and first-call resolution (FCR): Assess efficiency and the effectiveness of training initiatives.

Collecting and analyzing these metrics before, during, and after RTO implementation provides actionable insights. For example, a sudden increase in AHT after transitioning to in-office work might indicate additional training or workflow adjustments are needed.

Monitoring metrics ensures policies are refined based on data rather than assumptions, improving both employee experience and customer outcomes.

6. Focus on Culture

Organizational culture drives engagement, loyalty, and performance. During RTO transitions, maintaining a strong, positive culture is especially important to prevent disengagement or turnover.

Best practices for fostering culture include:

• Recognition programs: Celebrate achievements publicly to reinforce desired behaviors.
• Team-building activities: Structured events, both in-person and virtual, help maintain cohesion among hybrid teams.
• Clear communication of values: Ensure employees understand the company's mission, customer-first priorities, and behavioral expectations.

Even in hybrid environments, emphasizing a shared purpose and encouraging peer support strengthens team dynamics. A positive culture also helps employees navigate changes with resilience, improving customer service outcomes.

For example, agents who feel recognized and connected are more likely to remain motivated during periods of operational change.

7. Implement Wellness Programs

Employee well-being directly impacts performance and engagement. Returning to the office after prolonged remote work can be stressful, making wellness initiatives essential.

Effective wellness strategies include:

• Mental health support: Provide access to counseling, stress management workshops, and employee assistance programs.
• Ergonomic assessments: Ensure proper workstation setup to reduce fatigue and prevent injury.
• Flexible scheduling: Allow agents to balance personal obligations, particularly during hybrid transitions.

Investing in wellness programs reduces burnout, absenteeism, and turnover while promoting overall engagement. Agents who feel supported in their physical and mental health are more focused, productive, and capable of delivering high-quality customer experiences.

8. Gather and Act on Employee Feedback

Continuous feedback ensures that RTO policies reflect employee needs and concerns. Feedback mechanisms include surveys, focus groups, and one-on-one check-ins.

Collecting feedback allows managers to:

• Identify pain points early, such as commute stress or technology gaps
• Understand preferences for hybrid scheduling or in-office days
• Adjust policies and programs in real time to improve satisfaction and retention

Acting on feedback demonstrates that leadership values employee input, building trust and engagement.

For example, if feedback indicates agents struggle with childcare logistics on office days, managers can implement flexible scheduling or support programs to mitigate challenges. Feedback-driven adjustments help smooth transitions and improve workforce stability.

9. Provide Clear Career Development Paths

Career growth opportunities are critical for employee motivation and retention. Agents are more likely to embrace change when they see a clear path for advancement.

Contact centers should offer:

• Promotion paths: Transparent criteria for moving into leadership or specialist roles.
• Skill development programs: Training for advanced customer support techniques or technical skills.
• Cross-training opportunities: Exposure to different roles within the contact center to expand experience.

Ensuring that growth opportunities apply to both remote and in-office employees promotes fairness and inclusivity. Agents who see potential for advancement are more engaged, motivated, and likely to remain loyal during RTO transitions.

Looking Ahead: The Future of Contact Center Work

The debate around RTO is far from over. While some industries may continue pushing for full-time office attendance, the future of contact centers is likely hybrid. Flexibility is no longer a “nice-to-have”—it’s a necessity for attracting and retaining talent.

At the same time, customer expectations for fast, seamless, and personalized service remain unchanged. Technology will play a pivotal role in ensuring that no matter where agents are located, customers receive consistent, high-quality experiences.

Forward-thinking contact centers will embrace adaptability, prioritize employee engagement, and continue investing in tools that support a flexible workforce.

What This Means for Your Contact Center

The return-to-office trend is reshaping how contact centers operate. From staffing and retention challenges to customer experience impacts, the shift requires thoughtful planning and smart investments.

By focusing on hybrid models, leveraging cloud and AI-driven technologies, and keeping both employee and customer experience at the center of decisions, your contact center can thrive—whether agents are in the office, at home, or somewhere in between.

Read more about the pros and cons of working from home – and how to address the cons.