For over two decades, Fusion CX’s Work-at-Home solution has enabled clients to achieve their business goals through superior customer experiences and enhanced productivity. However, the unprecedented COVID-19 pandemic posed new challenges, pushing our Work-at-Home solution to unprecedented performance.
In the past week alone, the client-centric commitment of the Fusion CX team transformed our predominantly brick-and-mortar contact center operations to 75% Work-at-Home across all global locations. Notable transitions include a 100% work-at-home shift in Manila (Philippines), an 80% transition in India, and an 85% transition in Cebu (Philippines). Our clients and internal stakeholders have applauded every team member for their outstanding efforts. At no point was the well-being and safety of our team members compromised.
Key Insights for Effective Contingency Management with Work-at-Home Solution
Well-developed and Tested Response Plan
We implemented a clear step-by-step model: Pilot > Deploy > Test > Go Live. This model, based on principles of agility and clear vision, allowed us to respond quickly and effectively.
Be Proactive
We acted before full lockdowns were announced. Running test pilots according to our response plan, we aimed for at least 25% completion daily, adjusting our targets as needed.
Learn from Failures
Acknowledging and accepting workflow failures is crucial for improvement. We refined our processes by identifying and addressing pitfalls, arguments, and communication gaps.
Communicate Effectively
Rapid, comprehensive, and frequent communication is key to managing crises productively. Keeping everyone informed and on the same page ensured smooth transitions.
Structured Categorization
A logical approach based on resource availability helped us manage the transition efficiently.
Transparency
We assertively expressed the urgency of the situation, gained client support after successful test runs, and clearly explained our goals and facts.
Measure and Monitor Progress
We tracked our progress daily to ensure we stayed on target. The following graph illustrates our transition to Work-at-Home conditions in prominent APAC locations within one working week.
Remarkable Team Effort
In the face of the crisis, our team demonstrated remarkable camaraderie, resilience, and unity. Fusion CX management went the extra mile to balance business continuity with employee welfare.
Benefits of Fusion CX’s Work-at-Home Solution
- Handling Fluctuating Call Volumes
Our flexible at-home workforce can easily manage call volume spikes. The e-commerce, healthcare, and travel and hospitality industries have all seen increased inquiries due to the crisis. Our home-based team is equipped to handle these spikes across all industries.
- 24/7/365 Availability
With a geographically diverse workforce, providing 24/7/365 support is straightforward. Our work-at-home agents span the globe, ensuring uninterrupted service.
- Reduced Agent Attrition and Turnover Cost
Our experience shows that attrition and absenteeism rates among home-based agents are below industry averages. Home-based agents tend to stay longer, significantly reducing turnover costs.
- Business Continuity Excellence
A geographically dispersed workforce reduces the chances of widespread disruptions or outages. Even during the global pandemic, Fusion CX’s home workforce can help maintain business as usual.
- Managing Staffing Needs
With over 3,000 global at-home workers, we can easily adapt to changing staffing needs. We can quickly scale up during peak seasons and scale down when needed.
- Increased Productivity and Performance
Studies show that allowing call center agents to work from home can increase performance by 13%. Our best talents are more productive and perform optimally when working from home.
- Better Customer Satisfaction Ratings
Highly personalized customer service interactions from satisfied home-based agents lead to increased customer satisfaction rates and improved sales conversions.
Conclusion
Fusion CX’s Work-at-Home solution has proven its value during the COVID-19 crisis. Our proactive approach, well-tested response plan, and commitment to communication and transparency have enabled us to maintain high-quality customer experiences and productivity. We remain dedicated to balancing business continuity with employee welfare as we continue to adapt and evolve. For more information on our HIPAA-compliant services, visit Fusion CX today.
