The Work from Home Success Chronicle
Remote working has reached new heights as a result of the global pandemic. Give customer support agents best-in-class work from home (WFH) tools and practices to enable business continuity. Weather major global events, natural disasters, seasonal fluctuations, promotions, and other unexpected changes. Establishing a virtual contact center requires a robust and resilient framework for everything from recruiting and hiring talent to ensuring data security. As a top-notch contact center leader with global experience in asynchronous messaging and chat, [24]7.ai knows what businesses need to make the WFH model work for your BPO agents.
Increase your access to talent with virtual recruiting, hiring, and training, and let employees maintain a work-life balance more easily. Plus, you can create new opportunities for homemakers, retirees, and others looking for flexible employment. Boost satisfaction for customers too—because happy agents do better work.
Whether you’re responding to a major event or entering a new market, putting proven processes in place to vet, onboard, and engage employees using cloud-based tools and platforms helps to maintain vital human connection. Keeping your team engaged remotely also boosts agent productivity, satisfaction, and retention.
Moving beyond the traditional contact center allows you to easily adjust to fluid staffing needs due to things like seasonal spikes and promotional events. It starts with empowering your remote workforce with tools and technology to serve customers better while maintaining the highest security and compliance standards.
Enables business consistency throughout the lock-down situation, ensuring seamless service for our clients and customers.
[24]7.ai has been running contact centers for over 20 years. When the pandemic struck, we moved quickly to protect our employees, communities, and clients with WFH solutions. We understand what it takes to succeed in terms of people, processes, and technology.
Customer service starts with people, which is why hiring is so important. Streamline the process and identify the best candidates with automated digital assessments for language proficiency, technology competencies, and emotional intelligence. Conduct interviews via a video conferencing platform such as Zoom.
Onboarding, joining, and induction can also be done via Zoom. In addition to virtual introductions and application training to reach proficiency faster, use biometric face registration scanning to ensure agents are the only ones accessing sensitive systems and information. Be sure to include engagement platforms and activities so they know they’re part of a team.
Make sure agents meet some basic requirements, such as having a high-speed internet connection and a space where they can work free from distractions. Next, you need to send them a desktop or laptop computer that’s equipped with security features including multi-factor identification, facial recognition, and encrypted data.
To meet your business goals, it’s important to support ongoing learning and development. This can include online coaching and classes or group training activities. You can even make it fun by gamifying the process with interactive apps, virtual reality, and community events. Don’t forget about management—train your team leads and trainers to drive CX excellence, too.
Meet with your WFH teams regularly to set goals, assess performance, and reward good work. Smart AI-powered tools can help identify opportunities for improvement, and AI detection technology can keep agents productive by making sure they stay focused on their work. Our industry-leading Accelerating Consistent Excellence (ACE) global operating framework forms the foundation for standout performance.
Creating a strong team culture is vital for morale. In the absence of a break room to chat with colleagues, set up regular online engagement activities to keep your WFH team’s spirits up. Meet your agents where they are with a dedicated messaging platform for contacting team leaders and a 24/7 helpdesk to show they’re valued and supported.
We focus on ensuring consistency in delivering critical KPIs. We support continuous learning through multiple platforms, including virtual learning sessions and gamified apps. Our innovative supervisor as a leader coach program empowers supervisors to manage performance, engagement, and goals. A single line of command builds high-performing teams and closes the gap between an identified coaching need and improved outcomes. And our automated performance management tool serves as a one stop shop for virtual contact center team leaders.
We employ our unique ACE framework to consistently deliver results. Key ACE components include holding monthly goal-setting discussions, using analytics to manage agent behavioral quotient (BQ), and keeping teams engaged with regular group activities. We create a culture of coaching through virtual training sessions, plus agent incentives and recognition. To support success and drive better outcomes, we provide a performance management playbook and make it easy to centralize control with our all-in-one tool.
Ensuring customer and company data stays completely secure is a core component of any WFH framework. Be sure to follow stringent standards and protocols, including:
[24]7.ai Engagement Cloud delivers superior omnichannel experiences by blending AI and human intelligence to discover, predict and resolve consumer intents.
