The novel coronavirus has killed more than 4,000 people, as of March, 19, and there are about 121,000 confirmed cases worldwide. In the current situation with the spread of COVID-19, companies around the world are forced to take action. The best decision is to prevent the spread of illness and protect public health. The outbreak prompted many businesses to shift to a remote work model for all employees possible in a bid to limit the spread of the virus.
Global research by serviced office provider IWG reveals that 70% of people work remotely at least once every week and 53% work remotely for half the week. An increasing number of workers now spend their working days away from a central office worldwide. Therefore, remote workers are not only a necessity now but also a global trend. However, the main problem in this situation is how to make remote work as efficient as possible.
Simply Contact was able to quickly and efficiently transfer workers to remote work and ensure an uninterrupted workflow at all our customers' contact centers. As a result, 80% of our staff have been moved to remote work within a week!
If the work process is well-organized and controlled, it is possible. It’s up to you as a leader to ensure your remote team is most effectively. Employees won’t magically be efficient, confident, and capable, particularly if they’ve never worked at the home office before. You must provide them with the tools and perspectives to make the most of their environment. We'd like to mention three important points essential to help your remote team function successfully.
Organizations must design an effective reporting, analytics, and information delivery framework to implement a comprehensive business intelligence platform. The ability to perform sophisticated and innovative reporting and analytics is becoming critical for all organizations. Processing timely data, proper reporting, and analytics capabilities enhance the ability to make more informed, evidence-based decisions.
At Simply Contact, we know that efficient reporting and analytics are key to project success and smooth work. We have a great analytics system that automatically generates reports every hour. We can check the effectiveness of each agent and each project as a whole. As a result, we can flexibly and productively adjust the work and ensure there are no bottlenecks.
Communication is the key to success in any working relationship, especially when it comes to remote workers. The best method of communicating with remote employees is to use a balanced set of tools that allow agents to contact their managers and vice versa and ensure the timely response of team members.
At Simply Contact, productivity, and the work process are controlled by supervisors who use internal applications to interact with agents. Employees send questions and requests through the Service Desk while supervisors can respond quickly. Our goal was to streamline the communication process in a remote work environment.
86% of business executives believe remote workers increase a company’s chances of a data security breach. Company leaders and their employees need to accept equal accountability in protecting their company’s and client's information.
Security and confidentiality of information are quite difficult to provide in remote work conditions. That's why we had to limit some agents' functions for projects. For example, we forbade remote agents to work with reservation systems. This type of question is performed only by the 20% of employees remaining in the office to meet the requirements of PCI DSS
Remote work is always a risk, but this is also a global trend. Therefore, the good side of the current switch to remote work is the ability to set up an efficient process and save budget on office facilities in the future.
We think our company is good proof that the remote contact center is indeed possible to some extent. In this case, The most important thing is the established reporting, analytics, and communication processes. As a result, we can ensure the smooth operation of our current customers and develop new contact centers for new customers. At this point, we also help companies strengthen their call centers in case they can’t cope with the load in difficult times or transfer their contact center to a remote location.
Don't hesitate to contact us if you need help with your contact center needs.
At Simply Contact, we specialize in creating personalized customer support solutions that drive business growth and customer satisfaction. Let us help you elevate your customer experience and stand out from the competition.
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