HR teams all over the world are constantly having to innovate to attract and retain top talent and with the forced migration to WFH models, which since 2020 have become the norm, the flexibility of this working model has had a direct impact on staff turnover across many functions, including the contact centre space and is becoming more prevalent in the decision-making process.
With the ability to save time and money by not having to sit in traffic or catch public transport as well as the advancement of technology, job roles that provide the opportunity to work from home have become a necessity in reducing the detrimental effects of high attrition.
Reality is not everyone has the discipline or desire to work from home and the reverse is also true – some employees are significantly more productive in a work-from-home setup, but through the digitisation of our processes, we use analytics to monitor and assess their performance and provide them with the support they need to transition into the right model that compliments both their working style and their ability to continually deliver exceptional customer experiences.
How have we solved for a Hybrid work environment?
Some of the solutions we have implemented to support the improvement in productivity and performance include:
- Speech analytics
- AI driven customer conversational analytics
- Digital engagement solutions
- Interview and pre-employment assessment tools
- Software to increase contactability
- An ATS system to digitally streamline our recruitment process
- A CRM system to manage our marketing and sales efforts
- Our very own video-based digital communication platform and performance management tool
As we focus on delivering customised, outsourced BPO solutions, a hybrid model is a key component in bringing the future of outsourced BPO solutions that drive growth, profitability and efficiency.
