Why culture in a WFH company is more important than in-office

Why culture in a WFH company is more important than in-office


Words by Marcel Stroop
Reading time 3 min

Take a look at this Google data on how many people searched for ‘work from home’ in the past year. The chart soars in March 2020 just as many national governments were applying stay-at-home orders and quarantines to help reduce the spread of the Covid-19 coronavirus.

This is no surprise. Every company that could possibly keep functioning with remote workers asked their people to go home. Thousands of customer service agents used to working in a contact center were suddenly sitting in their kitchen at home speaking to customers.

Marcel Stroop

For 5CA it has been a deliberate decision becoming a WFH company for all its benefits. Over the past twenty years, we have had the opportunity to test the waters. The result is a work-from-home strategy that works for our clients. Building experiences that other companies can benefit from.

One thing you rarely read about is how the culture of a work from home environment is more important than in a company where the employees must all visit the office, or contact center, on a daily basis. A culture will grow organically and can be pushed in the right direction by positively influencing it. Inter-person communication is much more important in a WFH culture. Pushing this in the right direction will create a transparent and productive culture.

There are a number of reasons for this:

  1. Flexibility: in the right culture a remote team member is judged much more on what they deliver, not how many hours they spend at their desk so there are never reprimands for being 5 minutes late in the morning.
  2. Get more done: with fewer distractions from office-based colleagues, home-based workers are generally more productive. Look at this Stanford research focused on customer service agents – a 13% performance increase just by asking them to work from home.
  3. Best talent: team members know that they are hired because they are the best, not just because they live within commuting distance of a contact center.
  4. Commute: once people experience working without a regular commute to the office they rarely want to return to the hours spent in traffic or on crowded trains. Saving them stress.
  5. Work-life balance: people increasingly want flexibility from their employer and the removal of a commute and flexibility over hours creates the opportunity to balance family and work-life more effectively. Culture should be aimed to promote a healthy work-life balance.
  6. More involved team members: remote workers are much more likely to share personal information about their hobbies and family with colleagues, compared to those working inside an office. Many office workers spend their life avoiding any personal discussions, but for remote workers, it creates bonds and connections during social events.

People need to be motivated and want to perform their job in the best location possible – this flexibility offered by working from home can dramatically increase motivation and that directly improves the customer experience too.

If there really is a ‘new normal’ it is that companies offering the ability to work remotely have a more positive and trusting corporate culture – I hope that more companies embrace this opportunity as we emerge from this period where many have experimented with working from home.



Marcel Stroop

Marcel Stroop

Sales Manager

Did you liked what you’ve just read?

Make sure to check out our products.

See our products

High 5: A conversation with Wassi Arambatzis.

Interview Read more

High 5: A conversation with Wassi Arambatzis.

After 23 years in the CX industry, there are few places left in the world that Wassilios (‘Wassi’) Arambatzis hasn’t yet signed a CX transformation deal or opened up a new market for international expansion.

So when it was announced that he was joining 5CA in the newly-created role of Chief Growth Officer, we wanted to sit down with him and find out what makes this man tick. And who better to shoot the breeze for our new High 5 series with Wassi than our very own VP of Marketing, Marlon Heckman.

Interview Read more

How a solid relationship between CX and brand strategy can superpower your start-up.

Expert digital strategist Marlon Heckman knows a lot about how start-ups and scale-ups can see epic growth with great CX. As someone who’s worked with a range of companies, from McKinsey to MTV, we wanted to pick his brain on why strategy and CX are the perfect partnership for an impactful start-up.

Insight Read more

5CA Conversations with… Pascal Debroek – The PX Hub

At 5CA we’re obsessed with great CX as well as the people who help to shape it. In our new ‘Conversations’ series we sit down with some of the most passionate, interesting people in our industry to talk about what makes for standout customer experience. To kick off our series, our very own Rory Stark is here in conversation with Pascal Debroek.

Blog Read more