COVID-19 and remote working solutions

On 23 March 2020, President Cyril Ramaphosa announced words South Africans had never heard before: “The country will be going into full lockdown.”

Citizens were given just three days to prepare — and similar situations unfolded in Namibia, Botswana, and Kenya. In a call centre environment where working from home was traditionally seen as unviable, three days was hardly enough time to enable hundreds of agents to transition to remote work. Yet this challenge presented a powerful opportunity — to test what could be achieved in 72 hours, and to learn lasting lessons for the future.

Working Remotely Is Not Possible for Everyone

For many people, working from home brought unexpected benefits — saving money on transport and meals, gaining extra time without a commute, and often performing better from the comfort of home. However, not everyone could make the switch. Some employees lacked suitable workspaces, faced family or environmental distractions, or suffered from unreliable internet and power connections. Nimble began identifying which team members could sustainably work from home and how to balance remote and office-based operations for the future.

Technical Support Became a Full-Time Job

The lockdown posed new challenges for the technical support team. Many agents were issued unfamiliar equipment — laptops, internet dongles, 3G cards, and VPN connections — and had to adapt quickly. While it was impressive how rapidly our support function responded, the experience highlighted the need for continuous evolution in technical support to sustain a large remote workforce.

Performance Management Has Changed

In an office setting, performance management is straightforward — clear targets, visible oversight, and face-to-face coaching. But when agents work remotely, that dynamic shifts completely.

Many agents thrive under greater independence and self-regulation. They know exactly what’s needed to succeed — and some even outperform expectations without constant supervision, proving that micro-management isn’t for everyone. To adapt, Nimble rolled out digital performance management and coaching platforms, alongside customised online training tailored to each agent’s needs.

Communication Has Transformed

Communication may seem simple, but it’s become one of the most delicate aspects of remote work. Gone is the ability to monitor conversations visually or provide in-the-moment feedback. Now, interaction is mostly verbal — often via chat or video call — and requires a new rhythm. While in-house chat systems, WhatsApp, and video meetings serve well, finding the right human connection through technology remains an evolving challenge.

Connectedness and Culture

Even the most introverted among us eventually crave human interaction — and the same is true for remote teams. Corporate culture, camaraderie, and casual office moments (like sharing stories over hot chips from the canteen) all play vital roles in morale and belonging. To maintain connection, Nimble introduced creative solutions such as:

• Virtual coffee meetings
• Theme days
• Selfie challenges

These efforts help us build a new digital culture while keeping our teams engaged and connected.

Conclusion

Overcoming the technical and logistical challenges of remote work didn’t take long — most have already been solved. What’s more valuable are the lessons we’ve learned about:

• Our team dynamics
• Our people’s adaptability
• Our systems and processes

We’re building a new future — one that looks different, but remains unmistakably Nimble. We will be Nimble — because that’s who we are.

Written by: Nico Nel, Nimble Group HR Executive