Fusion BPO's Work-At-Home Solution: Serving Clients During the COVID-19 Crisis
In last one business week the client centric commitment of the entire Fusion team transformed a pre-dominantly brick & mortar call center operations to an 75% Work-at-Home across all global locations.
In last one business week the client centric commitment of the entire Fusion team transformed a pre-dominantly brick & mortar contact center operations to an 75% Work at Home across all its global locations. To name a few regions, we are at 100% work-at-home transition for Manila (Philippines)
Here are some key insights on how to effectively manage contingency solutions at scale with minimal compromise on outcomes.
Well developed and tested response plan - We had a clear step by step Pilot -Deploy-Test-
Be proactive - Act before a full lockdown is announced. We started running test pilots following our response plan and aimed for at least 25% completion daily, adjusting our target along the way.
Learning from failures - Acknowledging and accepting workflow failures is the first step of the learning curve. We refined the processes upon finding any pitfalls, arguments, and communication gaps.
Communicate - Rapid, comprehensive and frequent Communication is the key to productively managing the crisis.
Categorization - A structured and logical approach -based on resource availability
Be transparent - Assertively express the urgency, get client support after a successful test run, explain the goal in a concise, clear manner, and show them the facts.
Measure and monitor every progress - We have focused on measuring every success rate on a real-time and daily basis.
Be grateful - In the face of the crisis, our entire team has shown remarkable camaraderie, resilience, and unity. Fusion management gone extra miles to balance business continuity with employee welfare.
To know more about our work-at-home solutions, visit https://www.fusionbposervices.com/
Page Updated Last on: Mar 25, 2020