Insights|4 Key Elements to Implementing a Work from Home Approach

4 Key Elements to Implementing a Work from Home Approach

Many business leaders have pivoted to a work from home or work from anywhere approach — how can they ensure business continuity and long-term CX success in the process?

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by Sitel staff July 18, 2022 - 4 MIN READ

The benefits of work from home programs have been long documented — from the lack of commute to the added flexibility in an employee’s schedule, the advantages have resonated with millions of employees worldwide. Many modern companies offer remote work options as a competitive differentiator for recruitment, and customer service teams have been no exception.

With securities and technologies evolving and improving, work from home customer service models are increasing in popularity and can give businesses an edge when it comes to attracting the highest quality talent, ensuring consistent messaging across all customer service channels, and even reducing costs.

While many companies have implemented work from home programs as a direct result of the pandemic, others have provided remote options for decades. In the end, the key to a successful work from home program circles back to flexibility of operations — and continually optimizing to ensure improvement in both the employee experience and the customer experience.

As remote work shows no signs of slowing down, it will be critical for businesses to remain agile and adapt their remote approach to fit customers’ evolving expectations. From recruitment to security, we’ve compiled our top four focus areas for creating and implementing a successful work from home delivery model for your customer service team.

Focus on Recruitment and Training

A 2021 report from Owl Labs found that 84% of surveyed workers reported that they would like to continue working from home post-pandemic. This continued shift proves the importance of providing flexible working options to employees — and that process starts with recruitment.

Remote customer service presents businesses with a unique opportunity to recruit customer service agents from anywhere in the world. Whether your business is in multiple countries or you need coverage for a specific time zone, the absence of geographical boundaries adds tremendous value to the typical recruitment approach.

Equipped with the latest in AI technologies, customer service organizations can easily scan resumes and applications for targeted keywords, such as specific skills or languages, to find their optimal pool of candidates. 

When it comes to training, supplying agents with the latest technologies, such as AI-led feedback, can provide a distinct advantage. Consistent feedback and on-the-spot opportunities for learning can empower agents to do their best work and fuel greater employee retention, which in turn fosters greater customer satisfaction.

Adopt an Omnichannel Approach

With a remote customer service workforce in place, companies can create a defined strategy for omnichannel support. The flexibility provided by work from home programs allows for support to be available 24/7 on every channel, from social media and chat to email and voice. Finding quick, relevant access to support when needed is paramount for today’s consumers and creating a connected customer journey will set brands apart and lead to long-time loyalty and retention.

Beyond omnichannel solutions, though, today’s customers crave value from their brand interactions and want to feel understood along their journey. The rise of multiexperience means that customers expect low-effort experiences that are connected across all touchpoints, channels and even newer devices like smart technologies. With these touchpoints seamlessly connected, customers are better equipped with the education and support to make informed purchasing decisions.

Optimize Based on Feedback and AI Analytics

Without a central location where employees report to work, it may appear challenging to obtain statuses and updates on progress. The addition of AI-based technologies and remote customer service platforms has made it easier than ever to consistently monitor and report on crucial statistics, such as agent engagement, customer satisfaction and much more.

AI analytics supplied by tools like chatbots and interactive voice response (IVR) can provide rich insights for customer service teams that can be transformed into training or other agent learning and engagement opportunities. These tools can monitor what customers are engaging with, the most frequently escalated issues, and other statistics that provide a window into their experience.

This constant feedback loop runs in the background of a work from home customer service program and can be used to pivot operations when patterns or problems are identified. This creates a culture of learning and optimization for employees and gives customers the assurance that their voice is being heard — and that support teams are listening when it matters most.

Keep Security at the Forefront

Above all, customer service organizations with remote operations should remain focused on security — for their company and their clients. In a time when security breaches are omnipresent in the world of technology, it is critical for any customer service organization, whether remote or contact center-based, to maintain the most stringent standards of data privacy and security.

All remote customer service employees at Sitel Group® receive security training regularly. Security training is tailored to remote customer service agents’ situations in their day-to-day work, such as phishing and hacking scenarios. Armed with on-the-job training, our remote employees know the red flags to look for, how to report suspicious scenarios, and how to work toward keeping customer data safe.

There are many components to a robust security framework for customer service operations, from encrypted file systems to anti-virus scanning and password security, making security not only a priority but a foundation of those operations is the key to ensuring business continuity and risk mitigation across every customer touchpoint.

Stay Ahead with Work from Anywhere Solutions from Sitel at Home

As work from home or work from anywhere approaches continue to be an advantage for customer service organizations in a competitive market, companies will continue to adapt and pivot their operations for success. Starting with recruitment, all aspects of home-based CX operations should be tailored to optimize the customer journey to become more seamless over time.

In these changing times for CX professionals, it’s crucial to stay ahead with the latest developments in remote customer service. Visit here to learn more about how Sitel at Home™ solutions can support your business with flexible CX.

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