Redefining Virtual CX Management

Contact Centre AdvisorLet it not be said that organisations did not have time to prepare.

Clearly, the opportunity of realising the benefits of homeworking has been available to companies for the past two decades, yet few have availed themselves of the chance to do so. And here we find ourselves in mid-2020, with literally the most important changes in a generation thrust upon us when it comes to contact centre management.

With so many firms needing to move agents home, yet having no blueprint on how to do so, the chance to make mistakes is pronounced.  This is where Sensée’s Homeworking Strategic Framework comes into play, outlining the most important elements of operations, compliance and agent management when it comes to homeworking.  Sensée has been in this industry for almost twenty years, and has made the beginner’s mistakes longago. Who better to learn from in the current environment

Six distinct, but interwoven elements constitute the basis for excellence in driving customer experience delivery from agents’ homes

The Homeworking Strategic Framework by Sensée is simple. Six distinct, but interwoven elements constitute the basis for excellence in driving customer experience delivery from agents’ homes.  The obvious starting point in this comprehensive blueprint is recruitment.  The work-at-home model is so much more robust when the right people are selected for virtual support from the outset. 

Sensée lays out what any contact centre operator needs to do in terms of developing the right agent profile, finding the most efficient networks with which to attract this demographic, and making certain that they are equipped adequately.  This agent dynamic also includes planning the right resourcing around agents that are home-based.  This helps ensure the optimal staffing levels at all times. 

Another facet of the Homeworking Strategic Framework involves management of the remote working team.  As mentioned, this is a new business model for many organisations, and including the best interests of those virtual team members into corporate policies must be a priority.  The Sensée Framework can help human resource managers modify employment contracts and rules for work-at-home agents, while providing guidance on health & safety aspects related to remote employees.  This blueprint also allows for instruction on how best to ensure remote training is as robust as possible, whether during the onboarding process or on an ongoing basis. 

Sensée’s advice on making certain that homeworkers are included in the broader morale of the organisation is essential in reducing attrition.  The advice considers advancement opportunities for remote customer experience workers, helping alleviate any sense of isolation that team members new to this way of working may experience, and developing activities that promote both fun and team-building.

Sensée’s Homeworking Strategic Framework provides contact centre professionals with the know-how that they need to drive the most secure remote-working environment possible

No discussion about home-based delivery would be complete without addressing the issue of data protection.  In this spirit, Sensée’s Homeworking Strategic Framework provides contact centre professionals with the know-how that they need to drive the most secure remote-working environment possible.  Some of these elements include how best to lock down data for remote workers to prevent fraudulent activity and maintaining full compliance with all relevant regulations.  This goes far in ensuring consumer confidence with regard to the agents that service their queries.

The fact is, moving to homeworking is a challenge at the best of times.  Not only can this change lead to uncertainty among the workforce, it also begs questions about best practices regarding operations.  By leveraging the Sensée Homeworking Strategic Framework, customer experience professionals will be best placed to manage this transition seamlessly.  

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