Work-at-Home
Business Continuity and Resilience During COVID-19 and Beyond
With COVID-19 disrupting business operations around the world, and people everywhere practicing social distancing, companies have been forced to reconsider how necessary work gets done.
So, at a time when people need support and empathy most, it’s essential that each Teleperformance client has the right, customized solution that ensures business continuity in the near-term, and provides a blueprint for future business resilience and agility.
To effectively manage volume spikes and optimize live agents, Teleperformance recommends:
- Blending on-site and work-at-home (WAHA) interaction experts to ensure scalability during peak seasons
- Leveraging automation tools, like bots, to offload simple and repetitive tasks and optimize live agents.
Maintain and even optimize business operations by using an at-home model that can quickly scale up or down based on capacity needs.
Incorporating home-based agents as part of your support solution complements those still working from our centers, and offers long-term business agility and overall resilience by providing the flexibility needed to plan for address seasonal peaks, natural disasters, or health crises like the current pandemic.
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Hire the best people
Raise the bar and hire the very best people, regardless of their location. Because working from home also improves employee work-life balance, it. leads to higher agent loyalty, retention and tenure.
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Two-factor security
Two-factor security, data encryption, and strict fraud-prevention processes ensure that remote workers operate in a restricted and controlled environment.
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Flexibility
You can quickly and easily increase capacity during peak seasons by adding new, home-based interaction experts without worrying about the overhead and headaches of expanding a brick-and-mortar office.
Benefits of a work-at-home model:
- Access to global talent pool
- Flexibility to address seasonal volume spikes
- Improved employee satisfaction that leads to improved customer satisfaction
- Business continuity in times of natural disasters or fear and risk of infections
Why work with a Teleperformance work-at-home solution?
Proven experience in implementing a work-at-home model:
- We manage a team of thousands of remote interaction experts that connect and assist customers daily across all geographies
- The team of remote interaction experts has grown four times faster than experts working in the offices
- Best-in-class operational and security processes, ensuring consistent results from on-site and remote interaction experts
- Adapted training and coaching processes, specifically designed to engage a remote workforce
- Specific technical solution that commits the same levels of control and security for remote and on-site interaction experts
Why work with a Teleperformance work-at-home solution?
Proven experience in implementing a work-at-home model:
- We manage a team of thousands of remote interaction experts that connect and assist customers daily across all geographies
- The team of remote interaction experts has grown four times faster than experts working in the offices
- Best-in-class operational and security processes, ensuring consistent results from on-site and remote interaction experts
- Adapted training and coaching processes, specifically designed to engage a remote workforce
- Specific technical solution that commits the same levels of control and security for remote and on-site interaction experts
No data is stored locally
Two-factor authentication
Encrypted data communication
Device lockdown system
Proven Home Agent Best Practices
Our work-at-home model was created to make working from home simpler, faster, and safer. Advance your business and achieve a superior customer experience with Teleperformance’s work-at-home solution.
Our work-at-home model was created to make working from home simpler, faster, and safer. Advance your business and achieve a superior customer experience with Teleperformance’s work-at-home solution.
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