Customers today want fast and easy service 24/7 on their preferred channel. Making customers switch between different channels slows the process, causes disconnected conversations, and leads to customer dissatisfaction. Companies are trying hard to deploy work-at-home solutions to provide customers with the best service in this rapidly changing situation. According to the American Express 2017 Customer Barometer, 33% of Americans consider switching companies just after one instance of poor customer service.
Today, companies worldwide are facing the impact of the COVID-19 pandemic, and their customers are seeking solutions, answers, and advice as they cope with these new challenges. In this uncertain time, when emotions are running high, companies need to offer their customers a seamless multichannel experience to resolve their issues faster and through their preferred channel.
Great brand experiences can strengthen the customer-brand relationship, build trust, generate customer loyalty, and create an emotional connection. A solid work-at-home model can deliver a high-quality, uninterrupted customer experience on your customer’s preferred channel, especially during an unprecedented crisis.
The Multichannel Work at Home Advantage
Due to the global pandemic, companies across all industry verticals are experiencing high call volumes. Customers are contacting airlines, hotels, banks, and retailers for assistance. Therefore, engaging your customers where they are has become more critical. Having a seamless multichannel contact center partner can help your business manage unprecedented call volume and engage customers contacting you via email, chat, and social media.
Lower Cost
The cost of meeting your customers across several channels can be high. However, with the right outsourcing partner, you can significantly reduce costs by placing your agents where they are needed most.
A work-at-home model can allow you to work with lower overheads, a strong talent pool, and minimal attrition, ensuring a smooth business operation. It can also boost your CSAT scores.
Flexible Scheduling
Working with a work-at-home call center means you can add the right number of agents to meet the current demand. The flexibility ensures increased productivity and no wasted expenses. Work-at-home contact centers with a strong talent pool can flex during peak hours or unprecedented call volume spikes at the shortest notice. So, you can stay assured that your customers will get their answers quickly, even in the current situation.
Digital Resilience
Building resilience is the need of the hour for every organization today. Companies must prepare a business continuity plan in advance of a crisis to reduce its impact. Closure of a brick-and-mortar location, managing increased absenteeism due to illness, caring for family members, and adopting a remote work strategy is critical for the success of your BCP plan. A multichannel work-at-home agent model is the right solution for meeting ever-changing customer needs in the current situation.
Fusion CX’s Work at Home Solution
Incorporating Fusion CX’s work-at-home solutions into your BCP planning can ensure your business’s resilience in the current situation and the next economic downturn. With over a decade of experience delivering work-at-home solutions to our clients, Fusion CX has the flexibility and agility to offer you a robust work-at-home solution in this changing time. We have 3,000+ geographically dispersed agents in 8 countries, handling voice, chat, email, and social media customer interactions for our clients.
Alicia Johnson
Alicia Johnson is a CX professional focused on helping organizations deliver consistent, customer-first experiences at scale. At Fusion CX, she works closely with cross-functional teams to support growth through operational excellence, thoughtful CX design, and measurable business outcomes.
