The Show Must Go On

Remote Working: Best Practices for Global Contact Centers

For customer-facing organizations, COVID-19 threw up two key concerns that had a direct impact on each other – how to keep employees safe and how to ensure uninterrupted customer service. They had to completely re-think their customer service operations and do so in the shortest of timelines. For contact centers, transitioning thousands of agents from state-of-the-art campuses to individual homes in different geographic locations was a herculean effort. In addition to ensuring security and compliance, they had to manage the sudden increase in call volumes without impacting customer experience. Equally challenging was to ensure that the long periods of working from home and away from colleagues did not impact employee experience and motivation.

Backed by deep operational experience and breadth of expertise with contemporary technologies like cloud architecture, AI, automation, and chatbots, Hexaware has successfully migrated its contact centers to a virtual model without compromising on the critical parameters of customer and agent experience.

This e-book covers our learnings, insights, and best practices in four areas for migrating global contact centers:

• Planning the transition
• Deploying the technologies
• Managing the remote workforce
• Preparing for the future