By |Published On: March 18th, 2020|Categories: Posts|Comments Off on Scale and continuity in the #CoronaVirus pandemic|Tags: , , , |
Outsourced Customer Experience Services

Work from home is a big topic these days

 

… and rightfully so. In an effort to “flatten the curve” of coronavirus, many organizations have shifted a percentage of their employees — the ones that can, essentially — to work from home. It’s happening so much that major media outlets are now preparing “life kits” detailing how best to work from home. (Here is one guide to working from home with kids.) Actually, here at Conectys we’ve always had a dispersed global workforce .

Now, thankfully, we’ve been using work from home (WfH) as a core tenet of our business for years.
If you look at either asset, you’ll see that we call out the two big issues of managing remote, dispersed workforces.

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What are those two issues?

The first is accessibility.
The second is data security.
Essentially, a stable, secure internet connection, cloud-based tools, a clear set of quality and productivity policies, as well as a sound business continuity plan are paramount to smooth, safe service delivery.
It’s not that easy, of course. There are concerns around communication, productivity, idea generation, and more. But if you have secure connection, cloud-driven tools, and a robust policy on WfH, you have a very solid baseline.

A point of pride for us

Our own “work from anywhere” solutions have long been a point of pride for us. Why? Our workforce not only fills physical seats at brick-and-mortar locations, but we also have team members around the world who serve our customers from other places. We designed this model intentionally, so our customers would enjoy the many associated upsides.

It’s a significant advantage in terms of business continuity. If the systems you rely on daily are taken down for any number of reasons, our ‘work from anywhere’ solutions means you’ll always have backups. Whether it means looping in customer experience and content moderation staff from one of our other locations, or tapping agents who are working from home or other offices, we’ll always have team members ready to jump in and fill any gaps you encounter. The takeaway is that you’ll have help at the speed you need it, anytime you need it.

It also benefits companies where the business model is seasonal — and, with the current pandemic, many companies without seasonal business models might be feeling as if their model is seasonal. In a seasonal context, it can be tough to navigate from an operational perspective, but it’s even more difficult to manage when it comes to staffing. Do you stay lean, and hope you have enough resources to cover the busy times? Or do you hire more than you typically need, in order to cover those occasional spikes in demand (but then have to deal with a personnel surplus in the other months)?

The best answer is: neither. Don’t under-hire and certainly don’t over-hire due to seasonality. Instead, let us give you the temporary surge in workforce you need during your busiest seasons and then dial it back during the slow times. Our ‘work from anywhere’ solutions give us this capability, so we can be flexible and make sure you have what you need – nothing more, nothing less.

There’s also a component of scalability that some businesses miss, and it’s an important one in order to achieve long-term success: cultural compatibility. As businesses grow in sales and personnel, it’s all too common for their culture to get lost along the way (and inhibit further growth). We work hard to align our team members with your values and mission, so there’s a solid cultural fit. This helps you to grow with other like-minded individuals who are championing the same goals. The value of this shouldn’t be underestimated.

If you’re interested in learning more about working from home or the benefit of partnership with a “work from anywhere” organization, feel free to contact us

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