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Aircall: Considering a Move to Remote Support? Go for it! [Podcast]

Their goal was to build a strong team that, when able to, allows for shared workspaces and social gatherings.

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The COVID-19 pandemic has accelerated many companies’ plans of moving to a more remote working model. But in situations when this approach is new to your organization, it can be a daunting task. Ian McLean, Head of Customer Care at Aircall, has some advice: “Go for it!”

Having just been through this exact process, Ian worked closely with his leadership team and recruiters to expand beyond their existing offices. Aircall not only came out on the other side with a productive remote team but also a plan to apply those learnings on other continents.

In conversation with Ian McLean, Head of Customer Care at Aircall

As the pandemic temporarily shut down Aircall’s New York office, Ian had a choice; put necessary hiring on hold, or figure out a new strategy. Working with his team, they developed “hubs” around the US. The idea of hubs was to source hires with the right skills while attempting to keep people close to each other. Their goal was to build a strong team that, when able to, allows for shared workspaces and social gatherings. This hybrid approach to hiring small remote teams while keeping close proximity is Ian’s effective solution to keeping company culture alive and healthy.

In our chat, Ian shares his concerns with training and equipment shipping, and he tells us the ultimate outcomes of the team’s first foray into remote teams. If you are debating a move to remote support, please listen in for some unique approaches and considerations.


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Craig Stoss Craig Stoss

Craig has spent time in more than 30 countries working with support, development, and professional services teams building insight into Customer Experience and engagement. He is driven by building strong, effective support and services teams and ensuring his customers are successful. In his spare time Craig leads a local Support Thought Leadership group. He can be found on Twitter @StossInSupport

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