With the unprecedented COVID-19 situation looming, the business world needs to change its outlook faster the ever. With both daily business operations and employee health at stake, businesses need to quickly evaluate their processes and come up with a quick business continuity solution.
How is the present situation affecting your business?
The present situation has given rise to two significant concerns for modern businesses:
1. The health and safety of their employees
With the human-to-human transmitting nature of this virus, businesses can no longer afford to continue doing business the traditional way without risking the lives of their employees. As per the US Department of Homeland Security, 50% or more of the US workforce could be directly impacted by the disease, and that includes those who are infected or are taking care of a family member or even are forced to stay home due to the lockdown.
Therefore, to ensure employee well-being, many businesses are transitioning from a traditional office setup to an at-home setup.
2. Commitment to customer experience
With international travel bans, quarantines, and total lockdown, your customers are facing a lot of issues like delayed deliveries, limited business hours, and much more. While you cannot resolve most of the issues, you can at least deliver a highly personalized customer experience to make your customers feel better during these troubled times. Offering round the clock customer service through the preferred communication channels of your customer is the least you can do. However, with a workforce that is already affected by the crisis, it is not possible to deliver the optimum support to your customers.
To ensure better customer support, you need to have a solid business continuity plan where you can promptly shift your workforce to a work-at-home setup and even hire some extra hands by outsourcing your business operations to a reputed contact center service provider with work-at-home capabilities.
How can a work-at-home outsourcing partner help you in the present situation?
An outsourcing partner with work-at-home capabilities can play a vital role in chalking out a business continuity plan. A trusted and experienced call center outsourcing partner can provide you with sound methodologies and best-practice solutions to deliver high-quality customer support and other business operations from home, moderating your business risk and providing your company with more business resilience.
As a global BPO with work-at-home capability, Fusion is working closely with all our clients to design the best delivery model and business continuity plan. We have two decades of experience in providing the work-at-home solution to our clients. Our work-at-home solution is designed to handle increasingly complex business continuity needs and provide high-quality customer support that is free from local business disruption issues.
Here are some of the benefits of our work-at-home solutions:
1. Handling Fluctuating Call Volumes
Our at-home flexible workforce can easily handle call volume spikes. The present crisis has affected the logistic chain. As a result, order tracking queries has increased in the e-commerce industry. The healthcare industry is experiencing an unmatched number of COVID-19 inquiries. The travel and hospitality industry, too, is affected by travel bans, which have resulted in a massive amount of booking cancellations. Our home-based workforce is ready to handle these call volume spikes across all industries.
2. 24/7/365 Availability
Providing 24/7/365 support and availability is easy when you have a geographically, diverse workforce. Our work-at-home agents are spread across the globe. Therefore, we can support your business continuity needs round the clock throughout the year.
3. Reduced Agent Attrition and Turnover Cost
In our experience in providing work-at-home solutions, we have seen that attrition and absenteeism rates among at-home agents are below the industry average. Home-based agents stay with a job longer, significantly reducing the turnover cost.
4. Business Continuity Excellence
With a geographically dispersed workforce allows Fusion to reduce the chances of widespread disruptions or outages. Even in the present global pandemic crisis, Fusion’s at-home-workforce can help you carry on business as usual.
5. Managing Staffing Needs
With our 3000+ global at-home workforce, we can easily accommodate your changing staffing needs. We can easily scale up the volume during the peak season and scale it down when the season ends.
6. Increased Productivity and Performance
When our best talents are working from home, they are more productive and performing at their optimum level. A recent study by Stanford University found that allowing call center agents to work from home can cause a 13% increase in their performance.
7. Better Customer Satisfaction Ratings
With highly-personalized customer service interactions by our satisfied home-based agents, you can enjoy increased customer satisfaction rates, which results in improved sales conversions.
These are some of the key benefits of our work-at-home solutions that can be at the heart and center of your business continuity plan.