by Nick Pauli | May 4, 2020
For almost two decades, 5CA has been perfecting our work from home customer service model. The latest version, where we only ever hire agents to work from home, has been around since 2015, so it is clear that for us this is very much business as usual.
This is not the case across the wider Business Process Outsourcing (BPO) industry. Most companies in this sector build large contact centers and then restrict their hiring to only those who live within commuting distance of the contact centers.
This isn’t really smart. When we hire people we can choose from anyone, anywhere, using any language, and with any domain skills. If we need to support a gaming company then we go out looking for people who love the games our client produces. We hire fans that are full of passion, not the same people who might work inside a bank contact center.
This approach has suddenly become very important, because the COVID-19 coronavirus pandemic has forced everyone to work from home – even all those thousands of people usually in contact centers.
They can manage in the short term, but one they realize that managing remotely is all about trust, not managerial hierarchies, then they will hit a wall. Their entire corporate culture is going to have to change to succeed. Most of them will be trying to move back into contact centers as fast as possible, but I suspect that our “new normal” is going to last several years. Until there is a vaccine for this virus, every company needs to focus on social distancing and that makes the traditional contact center model uneconomic.
It’s no surprise that people are contacting 5CA and asking for help because they are more interested in WFH 5.0 than companies with 5 weeks of experience. This means that we are scaling up rapidly now and there are several approaches we are using to ensure that we can grow quickly and maintain the quality of our team:
To scale up faster we have been focusing on boosting the number of people we have working on onboarding and training and we are now onboarding hundreds of new team members every week. Everyone has passed through the same aptitude checks, interviews, and training so even though we have dramatically scaled up our recruitment, the quality of people has remained consistent. This is how WFH 5.0 works. Our culture of trust and empowerment means that our remote teams can deliver more and scale up faster.
Photo by Jonathan Cohen licensed under Creative Commons.
Following on from National Customer Service Week, our Chief Customer Officer Rob van Herpen reflects on the journey that customer service has undergone in the last decade, and the role it plays within the wider scope of the whole customer experience.
I started working for 5CA back in October 2019. Currently, I’m working as a Gaming Technology Support Agent in Spain. My job as an expert on the products of the company I'm supporting is to offer support to customers and get them up, running and happy in no time.
2020 is set to be a blockbuster year for gaming. In particular, mobile games that don’t need the player to invest in a console or any other equipment. One of the effects of the stay-at-home and quarantine orders during the Covid-19 coronavirus pandemic has been that people have needed to find things to keep them occupied.