By: Julia Morgan, Operations Director, Brook Street
After five years of hybrid teams, fully remote crews and old-school office die-hards coexisting in the cocktail of workplace models that followed the pandemic, 2025 headlines are being flooded with talk of return-to-office mandates.
Many companies are calling employees back, citing collaboration, productivity, culture and communication. In particular, many contact centre leaders are looking at an office return, believing in-person environments foster better team cohesion and service quality.
So, should they stay remote or go back to the office? Truthfully? Neither side is right or wrong. Because let’s face it - productivity isn’t a fixed metric - it varies wildly depending on job type, environment and, most of all, personality. An accountable employee stays accountable - whether they’re in a city high-rise or working from a kitchen table. Likewise, someone who fakes busyness at HQ won’t magically become a powerhouse at home.
However, if your organisation has identified that returning to the office may be the right move, here are five key things to keep in mind when navigating the office comeback.
Bringing the buzz back: How to make the office worth the commute for contact centre and admin teams
Let’s be real - convincing employees in contact centres or admin roles to trade home comfort for office life isn’t just about a top-down mandate. It’s about making sure the return is an upgrade, not a rollback. Here's how smart leaders can turn the office into a magnet - not a mandate.
1. Redesign the space for people, not policies
Fluorescent lights and cubicle farms are out. If you're asking teams to return, give them a space that works with them, not against them. Think quieter zones for focused admin work, better acoustic setups for call-heavy teams, and breakout areas that feel more like coffee shops than waiting rooms.
Comfort is culture - and the environment sets the tone.
2. Rethink the “why” around connection and career growth
Don’t just say "We need you back." Say "Here's what you'll gain."
In roles where routine and structure are essential, being in the office offers real advantages: faster support from peers or supervisors, real-time coaching and the ability to escalate issues instantly - not after a long Slack thread.
For admin teams, in-person collaboration often smooths workflows that get clunky online. For customer-facing contact centre teams, onsite leadership and team dynamics can boost confidence and performance.
Frame the return as a springboard for career development - not just a desk shuffle.
3. Offer flexibility within the framework
The secret sauce? For many organisations it’s hybrid. Maybe it’s three days in, two days out. Or rotating schedules that give breathing room but maintain structure. Whether you’re aiming at getting your employees back into the office full time or increasing the minimum office days, wherever possible, let teams co-create the plan, so they feel ownership over their schedule, not just compliance.
Flexibility isn’t a perk anymore - it’s an expectation.
4. Bring back the buzz (and the perks)
Sometimes, it’s the little things. Bring in great coffee. Surprise the team with lunch. Celebrate wins in person - big or small. Create reasons for people to want to come in, not just have to.
Team contests, quick off-the-cuff recognitions, or just making room for laughter between calls - these build a sense of community and boost morale.
5. Train managers to lead the transition
This one's critical. Not every manager naturally knows how to lead in a hybrid or in-office world - and younger managers who moved into leadership following the pandemic might never have manged a fully office-based team. Whatever their background and strengths, provide training on empathy-led leadership, coaching techniques and how to spot burnout. Give them tools to support - not just supervise - their teams.
Because a bad boss will send people running - no matter where the office is.
The bottom line:
The return to office doesn’t have to be a regression - it can be a reinvention. For teams where a return to the office would be beneficial, the goal isn’t just attendance, it’s engagement. Because when people feel seen, supported and set up to succeed, they’ll show up - not just physically, but mentally too.
To find out about the services Brook Street provides for employers, click here.
