by Rob van Herpen | April 22, 2020
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.
5CA has been managing work from home customer service for over 15 years – you could say we were the original pioneer of Work-From-Home. In this webinar, we are going to offer some of our experience in how to ensure you deliver quality service using a remote working business model. It’s easy to watch quality suffer, especially if you are rushing into work from home because of the crisis. Join me with our Lead QA Analyst, Sylvia Mattl, and Derek Corcoran, CEO of Scorebuddy – registration details are at the end of this article.
I’m the Chief Customer Officer at 5CA so it’s my role to think carefully about how to constantly improve what we deliver to our clients. I’d like to share some ideas in this article about how educational levels of WFH agents help to improve service quality.
There are two important differences in our approach, compared to the way that a human resources team would typically process applications to a regular contact center. First, our team all works remotely. At 5CA over 95% of the entire company works from home. This means that when we are selecting agents to hire, we can choose the best, not just those who live near to the contact center.
We cherry-pick from our job applicants and only ever hire around 1 in 30 of those who apply. Our applicants don’t just need to have great educational qualifications, they also need to pass through a series of online tests that help us to determine if they have the right skills to help customers. There are many smart people who are just not cut out to help customers every day.
Because we can search globally, we can seek out agents using any language, with any skill, and anywhere. There are potentially over a billion people available to work from home globally so we can raise the bar on who we accept into the team.
But what really sets us apart is the second difference in our approach to hiring. We believe domain knowledge and educational qualifications are equally important. It is the combination that counts.
It’s also the combination of affinity with a product/service, with strong customer service skills and language. This combination is almost impossible to come by when sourcing within a 75-mile radius around a traditional multilingual contact center, but at 5CA we can find them as we have the global talent pool to source from. But a gamer without the right customer service skills will certainly not work…
Expertise in customer service and educational qualifications are thrown into the selection criteria but also a heavy focus on domain knowledge that sets us apart.
The educational level is a big plus. We can find people who are smarter and think out of the box, which drives up the quality even more. Quality at the end of the day is what truly counts in the service.
Our ability to search globally really improves the quality of the people we hire. I don’t think there is any other customer service specialist taking this approach.
We will talk about all these areas, and more, in our webinar Pioneering Contact Center Quality Working Remotely on April 22nd between 17:30 – 18:30 CEST. This webinar is a collaboration between 5CA and Scorebuddy.
Register here: https://bit.ly/3btCxkw
Photo by Judy van der Velden 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.
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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.
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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.
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