Elevate the Customer (and Employee) Experience with the Work From Home Agent Model

For most companies, being customer-centric is the primary goal; but focusing solely on the customer while allowing your workplace culture to suffer can actually hurt your customer experience (CX). The key to happy customers? Happy employees.

According to Gallup, companies with happier employees show 147% higher earnings per share than their competitors. With flexibility and work-life balance at the core, the work at home agent model creates engaged, loyal agents that deliver the CX your customers expect and deserve. 

One brand, one voice 

A brand is created from the inside out – and if your employees aren’t aligned with your brand, then your company cannot align with your customers. Agents that feel connected to the mission and values of an organization deliver better, emotional experiences that drive brand loyalty and customer satisfaction. 

Happy employees are more productive

From increased productivity to lower attrition and a more fulfilled, loyal workforce, organizations benefit greatly from adopting a work at home solution. With flexibility, lack of commute and comfortability, the work at home model creates engaged agents that build better relationships with customers, provide more knowledgeable service and deliver experiences that drive customer loyalty. Because the employee experience is the customer experience.

Additionally, happy employees show a greater level of engagement and dedication to their employer and work towards the long-term benefit of the business. So, they’re more likely to stay with the company longer, building brand knowledge and consistency.

A work at home solution that works for you

Each interaction with your business is an opportunity to show what your brand stands for and the value it offers. Creating a seamless, consistent and brand-led experience is necessary in order to establish a true, emotional connection with your customers.

As an extension of your brand, the work at home agent offers the flexibility you (and your employees) want, with the cost-efficiency that your business demands.

Sitel at Home

Leveraging a flexible, scalable work at home solution, like Sitel at Home, gives you access to a network of engaged agents that are uniquely positioned to support your CX through unexpected business disruption.

At a time where social distancing is the new normal, work at home agents are at an advantage. With the safety and security of working from their home, agents have fewer interruptions and external concerns impacting their ability to support your customers. To keep work at home agents connected and engaged, Sitel at Home uses the Smart Team Communicator – a dynamic, customized tool that facilitates efficient collaboration between agents, peers and managers to promote development, team building and recognition – all in real time.

In response to the coronavirus pandemic, we have worked proactively with our clients to migrate over 30,000 of our agents to our Sitel at Home model – and we’re actively hiring for work at home positions. 

To learn more about how Sitel at Home can support your organization, please visit https://www.sitel.com/capabilities/work-at-home-solutions/