Meet Your Customers Where They Are: Deliver an Omnichannel Experience with the Work From Home Agent Model

Today’s customers expect fast, easy service that’s available 24/7 and on the channel most convenient to them. Making customers switch back and forth between different channels not only slows down the process, but causes disconnected conversations.

According to Temkin Group, just 13% of customers who experience poor customer experience (CX) will do business again with the same company.

In times of heightened emotion, your customers’ need for seamless interaction is greater than ever. Today, every organization across the globe is feeling the impact of the coronavirus pandemic, and their customers are looking for reassurance and advice as they navigate new challenges and frustrations.

A positive brand connection builds trusts, creates emotional connections and generates customer loyalty. With the work at home agent model, agents are ready to deliver quality, uninterrupted CX on your customers’ channel of choice – no matter what is going on in the world. 

Omnichannel dexterity

In response to the global pandemic, companies across all industries and geographies are experiencing an unprecedented uptick in call volume. While customers are calling airlines, retailers and banks for assistance, organizations are racing to deploy work at home solutions to provide service in today’s rapidly changing environment. 

That’s why engaging your customers where they are is now more important than ever and can help to deflect contacts away from voice-based channels potentially already under strain from social distancing measures and increased absenteeism.

Lower cost to serve

When you’re meeting your consumers in real time across an increasing number of channels, cost may seem like a limiting factor; however, technology can help you determine where to place your agents so they add the most value – empowering you to take your strategy to the next level. 

Through lower overheads, a stronger talent pool and reduced attrition, incorporating virtual agents into your delivery model can support a reduction in overall operating costs and keep your business running smoothly. For your business, this means high eNPS and CSAT. 

Flex scheduling

The flexibility of a virtual workforce also enables flexibility in scheduling, including full-time, part-time and flex-time models, with staffing availability in as little as 15-minute intervals.

Flex scheduling offers your business the right amount of agents for the current demand. You only pay for what you use – with no wasted dollars or wasted efficiencies. From increased productivity to lower attrition and a more fulfilled, loyal workforce, employers can benefit greatly from adopting flexible schedules in the workplace.

Digital resilience

In the midst of a global crisis, building resilience is an urgent priority for many organizations today. Companies must brush up on business continuity planning to lessen any impact on operations. 

For a BCP plan to be effective, it must anticipate temporary closure of brick and mortar location, address the need for remote work and manage increased absenteeism resulting from illness or need for childcare as schools and daycares close. 

With flexibility and agility at the core, the work at home agent model is a robust solution for organizations needing to flex to their customers’ ever-changing needs.

Sitel at Home

Incorporating a work at home solution, like Sitel at Home, in your business continuity planning can make your business resilient against an economic downturn. With up to 20% in savings versus traditional brick and mortar, Sitel at Home is a flexible, scalable, omnichannel solution that supports your CX through unexpected business disruption. 

In fact, we’ve moved more than 30,000 of our current agents to our Sitel at Home model in the last few weeks – an unprecedented response for our group. And, we’re currently hiring many more work from home positions. 

To find out how Sitel at Home can build resilience into your CX strategy, please visit: https://www.sitel.com/capabilities/work-at-home-solutions/