Around the world, COVID-19 has pushed a lot of brands and businesses to reevaluate their strategies to continuously meet the changing needs, behavior, and wants of their customers. For many organizations, the crisis caused by COVID-19 rapidly accelerated the need to deploy stable and efficient work-from-home strategies in order to continue doing business and provide support to customers.
Today, the modern workplace is powered by new technologies and aided by various social platforms that allow companies to redefine the way employees work. The opportunity to connect with employees and clients is boundless, thanks to hyper-scale networking connecting four billion people in the world. However, there are also major challenges: the rising costs of workspaces in large cities, the growing need among the new generations for a better work-life balance, and the priority to reduce carbon footprint to practice sustainability in the workplace.
The coronavirus pandemic had created a ripple of adverse effects to businesses, markets, and economies. Crisis can bring change, and in COVID-19’s case, it somehow gave us a glimpse of what the future of working would look like. Working from home became the new norm, and it seems it is here to stay. According to Gartner, 82% of company leaders plan to allow employees to work remotely. A BBC News survey suggested that 50 of the biggest UK employers had no plans to return all staff to the office full-time in the near future.
Teleperformance knows the value of implementing cloud-based, work-from-home solutions to help our clients serve their customers better. As early as the first half of 2019, Teleperformance has already started and developed an innovative model for managing and optimizing remote teams. The Teleperformance Cloud Campus is our innovative, next-generation, collaborative, work-at-home model designed from the ground up to provide the tools, teams, and agility to clients for them to easily adapt to changing business needs, and to weather the next disruption. It also allows clients address seasonal volume spikes, expand into new markets, or add new capabilities with an agile CX model that offers the business resilience companies need to succeed today, and tomorrow.
We constantly aim to find ways to develop best practices for developing robust and resilient remote customer support models. Driven by this, we were able to lead the transition to remote work by migrating over 220,000 active employees to work at home in just nine weeks.
To date, Cloud Campus has helped various companies in many sectors see success. A global social media company was able to streamline operations to improve its KPIs, resulting in a 10% increase in accuracy ratings, and a 3.5% improvement effectiveness. A global leader in personal communications saw a 21% increase in employee satisfaction and a 7% decrease in absenteeism.
As the world of customer experience continues to navigate a post-pandemic landscape, organizations must focus on learning the value of resiliency, and implementing a remote customer experience. Work-at-home has become business-as-usual, and it's time for organizations to explore the benefits of investing in remote CX delivery to adapt to the changing demands and needs of customers. Get access to the future of work today through the Teleperformance Cloud Campus!
Download our free e-book and learn how the Teleperformance Cloud Campus helped a US-based online marketplace transition 80% of their full workforce in under one day without experiencing CX disruptions.