What is Remote Work? Advantages and Disadvantages of Remote Work and the Work From Home Experience.

Until recently, the definition of remote work was primarily associated with freelance work — individuals who worked independently, often from home or another location around the world. When thinking about this type of work, we would typically mention industries like IT, entertainment, advertising, or publishing. However, in March 2020, the situation with the COVID-19 pandemic completely changed our perspective. This shift also highlighted the growing coexistence of two types of work — traditional office-based roles and fully remote positions carried out from home during the COVID-19 pandemic — which now function side by side in many organizations.

Remote work options became one of the safest ways to work remotely, and in some cases, the only feasible work arrangement for tasks that had previously been done in the office. Some employers decided to allow employees to work from anywhere due to the inability to provide safe working conditions in the office or simply at the request of their employees.

In recent years, there has been a surge in job opportunities offering the ability to work remotely. The term “home office” has become one of the most frequently searched keywords on job portals. Many candidates are now seeking remote positions that allow them to work from home or another location. As a result, the relationship between remote work and traditional office work has shifted, with remote teams becoming more common.

As the amount of time spent working remotely increases, more and more people are drawn to flexible work that allows them to choose their work schedule and work environment. This flexibility allows employees to be able to work from the comfort of home, making work hours and work schedules more adaptable to personal needs.

What is Remote Work? What Is It According to Regulations?

On March 2, 2020, the Polish Parliament introduced an amendment to the Act on special solutions related to preventing, counteracting, and combating COVID-19, other infectious diseases, and related crisis situations. The amendment states that remote work is a form of work organization that is regulated and permanently included in the Labor Code. It introduces the definition of remote work as work that is fully remote or partially performed by the employee using electronic communication tools in the manner defined by the regulations on the provision of electronic services, at the employee’s specified place of residence, which is agreed upon with the employer.

The amendment provides for both fully remote and hybrid work, adapted to the needs of both the employee and the employer. It also allows employers to require remote work in crisis situations, such as during a state of emergency, epidemic, flooding, or fire at the workplace. In these cases, the employee remains in a collocated work relationship with the employer, and the obligations of both the employer and the employee do not change.

Occasional remote work has also been regulated in the Labor Code. Any employee working under an employment contract is entitled to this form of work for up to 24 days per calendar year, and each request must be submitted electronically or on paper. This type of work is possible in exceptional circumstances, such as the need for the employee to take care of a family member.

According to the Labor Code, the employer cannot refuse remote work to employees with children under the age of 4, caregivers of disabled individuals, or pregnant women. The only exceptions are those whose work or work organization prevents them from working remotely—such as employees who must work in fields like law enforcement, medical staff, etc. Every form of work, including remote work, must be performed under safe and hygienic working conditions.

Remote Work – What Does It Involve?

To discuss the advantages and disadvantages, we first need to explain what remote work means. It is a form of work organization that uses means of direct communication at a distance (via electronic communication tools). Duties that were previously done at the office or at a location specified by the employer are now performed at an address agreed upon with the supervisor. Typically, remote workers indicate their place of residence as the location from which they will work from home.

Employees must also familiarize themselves with the regulations regarding this form of work. Remote work means that employees are able to work from home or another location, but they still have to follow the same professional standards as in collocated work environments. As with other types of remote jobs, it is essential to understand the rules and responsibilities before taking on such roles.

Remote Work – Benefits for Employers:

Reduction of Office Space

Remote work allows employers to reduce the need for office space designed for hundreds of employees working on-site. If most employees are required to work remotely, there’s no need for large office spaces. This creates the opportunity to switch to an office with a smaller area, better suited for fewer workstations. Additionally, the number of internal and external meetings, as well as recruitment interviews, has decreased, as many of them have moved online. As a result, employers can significantly reduce the cost of maintaining an office. Types of remote work, such as work outside the office or working from home, have become more common, and this shift has contributed to lower office expenses.

Reduction of Utility Consumption Costs

All employees who regularly perform their duties outside the office contribute to a lower cost of basic utilities such as electricity, water, and waste management. This also reduces costs for cleaning services and additional perks like “Fruit Thursdays” or “Smoothie Tuesdays.” With more employees working from home on average, the amount of time spent remote decreases the need for office-based expenses, while remote work offers businesses the chance to save money on non-essential services. Remote work offers flexible work options, allowing businesses to reduce overhead while maintaining productivity.

Reduction of Employee Maintenance Costs

When searching for a new team member, companies are increasingly turning to B2B contract solutions. This is often done to reduce costs associated with insurance and taxes. Remote work options and flexible work arrangements make this model more appealing, allowing businesses to optimize their spending while maintaining efficiency.

Increased Employee Safety

Thanks to the fact that the employee doesn’t commute to the office, the employer can be sure that they won’t be involved in a traffic accident on their way to work.

Maximizing Results

Working from their place of residence has led to maximized work results. Thanks to the absence of distractions that often arise in the office, it allows individuals who prefer to work in peace and quiet, without excessive interruptions, to be more productive. Many studies have argued that work performed in a quiet environment increases concentration, and work improves efficiency by reducing unnecessary disturbances. Additionally, the growing number of remote roles visible on job boards shows that employers recognize how strongly such conditions can enhance overall performance. Employers increasingly understand that flexibility adjusted to where an individual lives or works can significantly enhance their effectiveness and engagement.

Punctuality

Working from home means there’s no need to waste time commuting, which in turn reduces the chances of being late for work. This also means that remote worker decreases unnecessary stress related to travel and scheduling, while improved coupling in work allows tasks to be carried out more smoothly and with greater control over one’s time.Thanks to the fact that the employee doesn’t commute to the office, the employer can be sure that they won’t be involved in a traffic accident on their way to work.

Benefits of Remote Job for Employees

Lower Maintenance Costs

Many people, in search of work, move to larger cities, often leaving their family homes to rent expensive accommodation near their place of work. The remote roles model has opened up the opportunity for these individuals to work without leaving their place of residence, thereby reducing their daily living costs. Telework is one option that has gained popularity in recent years.

Many people who live near their workplace and remain at home have been able to reduce work done at home costs. This is particularly appreciated by those who commute daily by car. Not only do they save money, but also time, which they previously spent on their remote work.

Comfort of the Home Office

Working from home opens up the opportunity to optimize one’s environment and adapt it to their work design. We are able to create such remote work conditions that nothing and no one distracts us while performing our duties. Adapting our own space for work, eliminating commuting, and minimizing living costs all contribute to improving job performance.

Mental Well-being

For many people, the opportunity to stay at home is extremely important. Thanks to this, they can better organize their day and household duties. For many, it’s a mental break from the constant hustle and bustle of life. There is now an opportunity and space to better organize personal life and focus on personal or family development. This shift also provides more freedom to work, allowing individuals to find a better balance between work online and personal commitments, leading to higher general job satisfaction and potentially resulting in higher job performance.

Disadvantages of Remote Work from an Employer’s Perspective

Lack of Direct Control

In the case of improper actions on the employee’s side, it is difficult to correct them in real time. There is no possibility to approach a colleague’s desk directly and fix a mistake they made. With remote work at home, this is always accompanied by the time that passes before receiving a message from the manager. This delay can affect the execution of work, especially when it comes to tasks requiring quick adjustments.

Disrupted Team Integration

Work performed at home takes away the opportunity to directly get to know and integrate with the team. It is work devoid of direct human interactions and relies on the use of electronic communication tools.

Lack of Direct Contact with the Trainer or Specialist

If the job requires frequent contact with specialists in a given field, then the lack of direct interaction can make this type of work problematic. It is important that the person acting as a supervisor is constantly available by email, phone, or chat for those working on the project. In many common types of remote roles, especially in full-time remote arrangements, maintaining continuous communication is essential because there is no common work site where issues can be resolved immediately. Supervisors therefore play a key role in the design of work and in ensuring that employees have the necessary remote working privileges to perform their tasks effectively.

Disrupted Information Flow

Working outside the office can lead to a disrupted flow of information. Special attention should be paid to maintaining smooth communication. If the work and team meetings take place remotely, it is worth summarizing the information and dividing responsibilities by email. This prevents unnecessary time loss caused by asking follow-up questions after the meeting about content that was already discussed. In high-intensity remote work, clear summaries help ensure that job feedback is understood and that the team maintains a sense of community at work, even when communication is fully online.

Disadvantages of Remote Work from an Employee’s Perspective

Lack of Adequate Conditions

The first thing that comes to mind is the lack of suitable conditions for performing work at home. In the case of students who share an apartment or a dorm room with others, it is hard to speak of any real working conditions. Many remote workers face similar problems, including parents whose children are not independent enough to spend time without an adult, and whose finances do not allow them to hire professional childcare. Additional difficulties also arise for people working non-standard hours, such as night shifts, whose work may disrupt the lives of other household members.

Lack of Engagement

Many people are motivated by working in an office; not everyone knows how to focus properly when working remotely. Some remote workers miss the atmosphere of being surrounded by colleagues, as they feel better in a group of people performing the same or similar tasks. For some individuals, the daily routine of getting ready and commuting to work is essential. Remote work requires a level of self-discipline that not everyone finds easy, and the absence of this routine is not suitable for everyone. While the rise of home working has created new possibilities, it also shows that what works well in collocated work is not always easily replicated in a distributed workplace.

Lack of Understanding from Family Members

Household members often assume that a person working just behind the wall can also take care of domestic duties during working hours, arguing, “you’re at home, so you can do it.” However, anyone performing tasks for their employer remains in an employment relationship, meaning that working time, breaks, and responsibilities are regulated by the labor code.

What to Do to Make Work from Home Easier?

Create Your Own Workspace

One that you can truly call an office. If you don’t have a suitable room or study where such a space already exists, think about where in your home you can organize it. Consider how much space you need, whether your work involves only the computer, or whether you also need room for a printer, documents, binders, notebooks—everything connected to your profession. Remember that remote work could be just as demanding as in-office work, so make sure the space is well lit to avoid fatigue or even headaches after several hours.

Ideally, this space should be inaccessible to other household members during your working hours so no one distracts you. Keep physical comfort in mind as well—you will probably spend around eight hours a day there from Monday to Friday, so the height of your desk, the position of your monitor, and the ergonomics of your chair are extremely important not only for comfort but also for safety. Even among remote employees and those in hybrid remote roles, proper workspace setup is crucial, especially in jobs that allow working from home and provide long-term remote job opportunities.

Plan Your Break

Find time for a meal or other activities that will pull you away from your duties. Think through your morning routine—consider what you need and what actions before starting work will motivate you and put you in the right mindset. If it’s a cup of good hot coffee or tea, prepare it in advance; if you need movement like you once had when walking from home to the office, go for a walk or plan another form of physical activity. If you miss shared breaks and lunches with colleagues at work, arrange a joint break through one of the communication platforms. Take a break to relax—remember that your mental comfort is just as important as your physical well-being.

What Does It Look Like to Work Remotely in a Call Center?

The pandemic caused the job market to become flooded with advertisements offering remote work. Job seekers often choose this option when looking to find remote positions that allow them to remain in their place of residence. This model of work not only saves time but also enables people to create the kind of working conditions they want for themselves, balancing home and work more easily than in traditional work settings.

Remote job offers in Call Centers are among the most frequently appearing on industry platforms. During the period of the highest infection rates during the COVID-19 pandemic, companies introduced many changes. The need to maintain distance, the recommendation to wear masks in the office, and frequent disinfection of hands and workstations all contributed to the fact that this Contact Center sector shifted strongly away from situations where collocated work is the case. As a result, remote work during the pandemic became the standard, and remote work improves efficiency for many projects by reducing unnecessary time loss and increasing comfort.

At CCIG Group, there is a wide range of projects that can operate completely remotely or in a hybrid model, depending on prior arrangements with the client as specified in the contract. These hybrid work indicators reflect how remote work has become an integral part of modern work and employment structures.

Preparation for Work

Before an employee begins remote work, equipment is prepared for them. The procedures are clear. The hardware and peripheral devices are set up by IT specialists, and the programs (including the operating system) together with the VPN allow login only with the username and password of the single user to whom the computer is assigned. This setup reflects the difference between remote work and office-based routines, ensuring secure access tailored to the employee’s set work environment.

Remote work always takes place with the supervisor’s approval. The employee is required to read the remote work regulations and sign the equipment release documents. This documentation confirms which specific devices were issued and to which address the work will be performed. Equipment can be provided in various ways: the employee may pick it up at the office nearest their place of residence, at the office where the project is based, or the company may send properly secured equipment by courier. Such flexibility is one reason remote job listings have grown in popularity.

Everyone undergoes specialized training, part of which includes learning to operate the equipment and software that the teleworker will use when assisting customers—whether in outbound calls, inbound calls, or other types of projects. This structure supports effective onboarding in line with work design theory and elements of the job characteristics model, ensuring that even remotely, workers are prepared for roles where work requires frequent interaction with clients.

Communication and Performance Monitoring

Training can also take place remotely. For this purpose, the trainer and the candidates meet online on a properly prepared platform. There are many platforms adapted for this, such as Microsoft Teams, Google Meet, Zoom, or ClickMeeting. For communication with candidates and coworkers, traditional methods such as phone calls, email, newsletters, and meetings on communication platforms are used. In a distributed workplace that aims to create sustainable work environments, these tools ensure that communication remains smooth and efficient.

CCIG Group has developed a special application with a built-in chat feature. Thanks to this, managers and coworkers can communicate not only one-on-one, but also create group chats where they exchange information such as availability, schedule changes, project details, and more. This supports productive working from home and strengthens internal work motivation through easy access to ongoing updates.

All essential project information is shared with employees on a dedicated drive (server), so that everyone has access to training materials, updates introduced to the project, task distribution, or schedule adjustments. This reflects how collocated and distributed work must both maintain clear documentation flows.

Each manager has the ability to monitor the work of their team members. A special program is used for this, providing information in two ways. First, every project supervisor receives a daily report of each consultant’s work. A manager can also generate such a report independently for specific timeframes, such as an entire month or selected days. These detailed insights strengthen manager-rated job performance assessments.

The second option is the ability to monitor an employee’s actions in real time. Depending on the project, it is possible to check the number of calls answered, unanswered, or waiting in the queue; the call duration; and the average number of minutes an employee spends talking to a client. It is also possible to check the number of sent emails and those awaiting reply. If the project involves research, the number of cases can be tracked as well. The program also provides options such as listening to calls and reading messages or emails. In line with the home work convention, it is also possible to agree with the employee that they will regularly submit their work results to the employer.

If the disadvantages of remote work outweigh the benefits in your company, check out our employee outsourcing services. At CCIG Group, we have the technical capabilities and remote-work procedures that can be implemented in your organization as well. Our remote employees, after a quick onboarding process, can support your customer service office, helpline or other contact center–related services in your company.

Check our Call Center Outsourcing Services