Evolving consumer expectations, volatile market conditions and a growing talent shortage are forcing businesses to innovate their contact centre models. Leveraging a robust work-at-home and in-centre model that combines skilled agents with the right technologies and data security standards can drive significant benefits for modern contact centres.
Work at home agents can be deployed at short notice, offering invaluable support in times of volatile unplanned demand or planned seasonal peaks. Work at home contact centres offer businesses the flexibility and scalability to boost Customer Management performance across a range of indicators
Access a wider range of skilled talent across geographies to better serve your diverse customer base.
Quickly adapt to uncertain events by moving onsite resources to the work-at-home model and ensure uninterrupted operations.
Flex schedules as needed to gain the much-needed agility and quickly adapt to unforeseen events or changes in contact volumes.
Reduce expenses related to maintaining and operating a physical space and create a positive environmental impact through a smaller carbon footprint.
Enjoy increased productivity and retention due to lower employee absences and greater levels of employee satisfaction and work life balance that comes with working from home.
Deliver high quality support and superior customer experience by tapping into mature, qualified candidates wherever they may be, without geographical limitations
Firstsource provides WAH employees with the latest hardware to securely discharge their responsibilities from their place of work. To ensure information security, all data is stored on the cloud and devices are locked, with WAH employees connecting to the server via VPN. In addition, every employee is subjected to a WAH Risk Assessment that is completed at their place of work prior to commencing their employment or within three months of employment.
A leading UK-based provider of telecom products and services has been leveraging Firstsource’s Work at Home model to hire agents most engaged with its brand – wherever they may be across the nation.
Over the last six years, a major British telecommunications company has experienced significant success with Firstsource’ Work at Home Contact Centre model.