How Technology is Reshaping Work From Home

March 16, 2021
By : Greg. B

The rules are changing for the ways employees do their jobs. Is your company ready?

Call centers have transformed the way they operate over the last year with many reinventing themselves virtually. Work from home (WFH) employees are now an integral component of current and long-term customer service strategies and require a complex shift of operational focus such as security protocols and system requirements. Here are some ways Transcosmos helped lead in this industry revolution without compromising on quality or customer satisfaction.


Software is the key. Proven virtual contact center technology that remote agents can use with ease and confidence allows them to resolve customer issues in a seamless, efficient manner. Also, integration and minimal training with current CRM infrastructure is essential for high adoption rates among employees. Agent access to instant messaging and file sharing are critical to a remote work environment.


Security can be a serious issue when employees work remotely so robust protocols must be established. Identity-based access and management tools must be deployed across all operations to ensure proper protection. Strict and clear policies must be in place and enforced for accessing data to safeguard the confidentiality of the company and its customers.


Online document collaboration tools make it easy for agents to write, edit, and collaborate on projects and reports. Here it is important to have secure file storage and real-time editing, as well as general ease of use for your team.


Video conferencing technology helps WFH agents see and speak to one another in real time, anywhere with an internet connection, which is often the next best thing to face-to-face office interactions. This would not be possible without the widespread adoption of broadband internet over the past 10 to 15 years. Ensuring agents have bandwidth access is another crucial element for a virtual call center business continuity plan.


It is important for a company to deliver a clear message to WFH agents and customers that your company is on top of the situation and is taking all necessary steps to ensure uninterrupted service. Transcosmos has always made client and customer satisfaction their core focus and major element of their contingency preparedness to face any challenging business climate.


Source: Will contact centers let agents work remotely post-COVID-19?
Coronavirus: How the world of work may change forever
Work-At-Home After Covid-19—Our Forecast

NOTE: A previous version of this article included an image that was not properly attributed to Desky and has been removed. The image was removed on August 18, 2021.

Author: Greg.B

Executive with 25 years of proven success in call center management and revitalizing business units. Proven career record of producing
multimillion-dollar profits through pinpointing operational inefficiencies and encouraging the revitalization of
employee moral and corporate culture change.