by Marcel Stroop | June 4, 2020
Take a look at this Google data on how many people searched for ‘work from home’ in the past year. 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. Thousands of customer service agents used to working in a contact center were suddenly sitting in their kitchen at home speaking to customers.
For 5CA it has been a deliberate decision becoming a WFH company for all its benefits. Over the past twenty years, we have had the opportunity to test the waters. The result is a work-from-home strategy that works for our clients. Building experiences that other companies can benefit from.
One thing you rarely read about is how the culture of a work from home environment is more important than in a company where the employees must all visit the office, or contact center, on a daily basis. A culture will grow organically and can be pushed in the right direction by positively influencing it. Inter-person communication is much more important in a WFH culture. Pushing this in the right direction will create a transparent and productive culture.
There are a number of reasons for this:
People need to be motivated and want to perform their job in the best location possible – this flexibility offered by working from home can dramatically increase motivation and that directly improves the customer experience too.
If there really is a ‘new normal’ it is that companies offering the ability to work remotely have a more positive and trusting corporate culture – I hope that more companies embrace this opportunity as we emerge from this period where many have experimented with working from home.
Marcel is our Sales Manager and heads up the team of Account Managers. He is very passionate about making the life of our and your customers easier. Marcel also loves to work on the growth of 5CA, and to confirm some stereotypes, as a proud Dutchman he loves to cycle.
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.