by Richard Long | March 24, 2020
“I’m on break, it’s my turn to hold him!” This is just one statement many fathers don’t get to say to their significant other as they usually do not have home based job. The first set of stressors that come with being a new parent is the concern of scheduling, finances, and returning to work.
Many women in the United States have the opportunity to take what is known as Maternity Leave, in which they are able to take time off of work and stay home to nurture and raise their newborns for the first three months (and sometimes longer) of their lives.
Even with the ability to take Maternity Leave, according to the Family Medical Leave Act (FMLA), about 40% of women don’t even qualify for unpaid leave, leaving many families struggling to maintain the cost of living with the addition of a newborn. With my fiance being a nurse, we were blessed with her employer’s benefits but at a cut percentage of her regular pay while she is on leave.
Luckily, here at 5CA, I am blessed with the opportunity to handle my customer interactions from my home office which cuts back on travel time and expenses, allows my closeby presence in the event of an emergency, and provides me with nearly unlimited time to be a part of my newly-born son’s life. So overall, it works wonders for my work life balance.
I still remember when my fiance and I found out we were having a baby. After countless failed attempts prior, it was the best news I heard of the last decade. Since he came into this world, my perspective on life has changed dramatically. He’s become my best friend and greatest achievement to date.
Shortly before coming on board to 5CA, I was working for a work-at-home company where I also handled customer interactions. However, the metrics that were expected of me felt unreachable. This was beginning to make working from home less appealing. After six months of having the pleasure of working for 5CA, I can safely say that I have fallen in love with working from home once more. I was even given the opportunity to take time away from work in order to be there for my son’s arrival, which unexpectedly turned out to be three weeks early.
In addition to the convenience of being a work from home parent, the community that I clock in and interact with every day have all been a fantastic group to work with. Whenever I need assistance with something specific to a customer, they are there. Whenever I have needed to take a rare moment to step away from work due to a temporary illness or an unexpected event has occurred, 5CA provided me with options, such as rescheduling a workday so that I do not end up short on my next pay period. I’ve had prior experience with another company working from home and although the convenience of being at home during my two-year-long employment there was still a significant factor, I never experienced such graciousness in the way that 5CA has shown me.
Between my co-workers and the fact that this job has allowed me the gift of invaluable time spent with my son, I have embedded my soul here. I only wish myself and colleagues continued success on our path.
Richard Sam Long is a remote employee for 5CA from Florida. He takes pride in how he handles technical support interactions by implementing psychology, social empathy, and relatability with each individual customer. When not at work, he spends time with his son, slays monsters in Monster Hunter: World, and dabbles with the guitar and piano.
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.
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I tapped the steering wheel with my nails, trying to release the pent up stress and irritation while the radio mindlessly droned on. Then the tears came, right on time, same as usual.
When you look at how many people searched for ‘work from home’ in the past year, you see the chart soars in March 2020 just as many national governments were applying stay-at-home orders and quarantines to help reduce the spread of the Covid-19 coronavirus. This is no surprise. Every company that could possibly keep functioning with remote workers asked their people to go home.
It’s often said, ‘people are the weakest link in cybersecurity’. I get that and I agree that we must seek to minimize human-related threat vectors. But I believe that if we view our people, our teammates, as our greatest security asset, then we start from a position of strength.
Have you noticed how many companies and senior executives are now experts in building a work from home strategy? According to Malcolm Gladwell it takes 10.000 hours of individual practice to become an expert at anything. Have those 320 business hours since the 1st of March really made everybody an expert?
Across the world, business journals have been endlessly reporting of the heroic efforts of companies with large numbers of office-based employees managing to switch to a work-from-home strategy. This has particularly impacted the contact centers because they have a large number of people in a small area and this is no longer acceptable because of the social distancing required to keep us all safe.
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.
A few days ago I participated in a webinar titled ‘pioneering contact center quality working remotely.’ The title makes it clear what the focus was, but I was pleased to be joined by our Lead QA Analyst, Sylvia Mattl, and Derek Corcoran, CEO of Scorebuddy.
A few days ago I participated in a webinar titled ‘pioneering contact center quality working remotely.’ The title makes it clear what the focus was, but I was pleased to be joined by our Chief Customer Officer Rob van Herpen, and Derek Corcoran, CEO of Scorebuddy.
My experience with starting to work remotely has certainly been one of the very best opportunities I’ve had so far. It changed my life, for the better. I’ll gladly tell you the short story of how I went from an in-office agent biking to the station every day, to exchanging my bike for snow boots when I reached my new home.
Companies across the world are racing to get their team all working from home to protect them. During multiple global lockdowns citizens are expected to practice social distancing, therefore it is essential for companies to operate with as many people as possible working from home.
95% of our team works from home and we have been working this way for over 15 years, where we truly understand what it is really like to build a work from home strategy with a huge focus on quality.
I've been working from home for a full year now, and no working experience can compare...
At 5CA working from home is just business as usual. 95% of our team is based at home so we have been watching the sudden focus on work from home business models, especially for customer service, with some interest.
It sounds kind of obvious, but training and developing your remote workforce is essential to improving their skills and performance. It encourages them to be more engaging within the workforce of your company while working from their home office, which leads to happy, effective and great employees that are here to stay...
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Because 95% of our team works from home and we have been working this way for over 15 years I feel confident that I can help people to understand what it is really like to build a work from home strategy.
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Many management consultants and business experts are advising executives to move their workforce home with laptops until the crisis is over. What they are not saying is that this is now business as usual - the new normal.
Companies across the world are facing an unprecedented wave of disruption at present. One of the specific outcomes from this is that many people are suddenly working from home. Many have no experience working away from the office and so the business journals are full of tips on how to make it work.
Companies across the world are finding their business extremely disrupted at present and it looks like things may get worse before they get better. During this time there has been a strong focus on the need for people to work from home...
“I’m on break, it’s my turn to hold him!” This is just one statement many fathers don’t get to say to their significant other as they usually do not have home based job...
I have to say, the first time leading a team without ever being in the same room is quite a unique and unsettling experience in the first few weeks...
I have to say, the first time leading a team without ever being in the same room is quite a unique and unsettling experience in the first few weeks, but I have found that it makes you work a lot on your communication skills...
Workforce engagement is a buzzword. And like all good buzzwords, there’s a lot of hype around it, but something really valuable at the heart of it too.
Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool...
Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool. It also presents an intriguing challenge: How do we balance flexibility, productivity, and security?
Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool.