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Executive Interview : Working From Home - Members Comments - Part 5

In the midst of the COVID-19 pandemic, we asked how does working from home work or not!

Ine Intan Sari
Manager Operation
Telkomsel
Indonesia

How do you measure productivity of home based agents and also availability?
"We have a dashboard so we can monitoring from it (with access dashboard using VPN)."
How do you ensure security of information?
"We used internal access company only."
How do you ensure staff work to the same high standards when they are an office?
"We still monitoring progress and result from their work."
How do you keep in touch with staff during the day?
"Concall, what's app group."
Any other comments you would like to share about working from home - the good or the bad?
"The point is work from home is good if employee can manage their time and be responsible with that."

 
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Simona Botner
Project Manager
Mediatel Data Srl
Romania

How do you measure productivity of home based agents and also availability?
"By completing my tasks - list of to do's."
How do you ensure security of information?
"We have secure connections."
How do you ensure staff work to the same high standards when they are an office?
"Everybody is tracking everybody, we are a team."
How do you keep in touch with staff during the day?
"We are using calls, video calls, chat groups etc."

 
Roy Iskandar Kusuma W
Director
PT Bank Capital Indonesia Tbk
Indonesia

Any other comments you would like to share about working from home - the good or the bad?
"All employees that are allowed to work from home, already given the trust as responsible adults and they are expected to have integrity to finish their job as if they work in the office."
About PT Bank Capital Indonesia Tbk

an Indonesian based financial institution engaged in the provision of retail and commercial banking products and services.
 
Bhavna Basu
IT MIS & Data Analytics Manager
Concentrix
India

How do you measure productivity of home based agents and also availability?
"Either Home or Office everywhere its require concentration and organize skill require to complete your job.If this is good your productivity will be more"
How do you ensure security of information?
"Depends the staff behavior and Company security Policy"
How do you ensure staff work to the same high standards when they are an office?
"I am using team meeting on fixed time so that my junior will not feel that their manager is not with them."
How do you keep in touch with staff during the day?
"online Team meeting via Skype or MS team, and its mandatory. Kind of Virtual Office.. I am using for my team"

 
Lance George
Managing Director
SONKAY
South Africa

How do you measure productivity of home based agents and also availability?
"With cloud based systems, you able to have the exact same measurements in place that constitutes productive and available hours, so no different in how its measured when at the office."
How do you ensure security of information?
"All cloud based system should be compliant in the various security disciplines."
How do you ensure staff work to the same high standards when they are an office?
"Trust is a part of it and also the ability to do the same checks remotely that would have been done in an office"
How do you keep in touch with staff during the day?
"Zoom huddle sessions with everyone's camera on.."
Any other comments you would like to share about working from home - the good or the bad?
"While I believe in the work-from-home model, it is optimal for individuals that are self-managed, self-motivated and understands that without these attributes, working from home and being productive, will be hard."

 
Gnana Subramanian Pichumani
Manager
Aalayam
India

How do you measure productivity of home based agents and also availability?
"Remote Desktop monitoring is a stringent method where no agents can lie. if an agent is not available for more than couple of minutes the RD shuts down."
How do you ensure security of information?
"RD is the best hence security can't be breached."
How do you keep in touch with staff during the day?
"Social media."

 
Nadeem Azam
Consultant
Bent Consultancy
Pakistan

How do you ensure security of information?
"Communicate into specified closed user group only."
How do you ensure staff work to the same high standards when they are an office?
"Keeping Close contacts with team and staff."
How do you keep in touch with staff during the day?
"Phone / Email"

 
Deddy Hermansyah
Chief Marketing officer
PT VADS Indonesia
Indonesia

How do you ensure security of information?
"used VPN and firewall"
How do you ensure staff work to the same high standards when they are an office?
"using app abbsenteism on line and video con and dashboard login status"

 
David Lee
Director - Patient Access and Care Coordination
Stanford Health Care
United States

How do you measure productivity of home based agents and also availability?
"Should be the same as thought they are in the office"
How do you keep in touch with staff during the day?
"Jabber or other instant messaging along with screen capture and call monitoring - real time"

 
Denis Charron
Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre
Canada

How do you measure productivity of home based agents and also availability?
"Output. Expectations need to defined as output, which is measurable at a distance. For Call center type of employment the ACD should be able to report of availability through statistical reports"
How do you ensure security of information?
"Define minimum parameters for home equipment"
How do you ensure staff work to the same high standards when they are an office?
"Measure output/production not attendance. Define requirements to reflect the actual business need and don't try to measure what you can't (ex: is he/she sitting at their desk or walking around when taking a call)"
How do you keep in touch with staff during the day?
"Schedule "one on one" and group meetings. Prefer Skype to the phone, if possible."
About Mcgill University Health Centre

The McGill University Health Centre (MUHC) is an academic health centre. Building on the tradition of medical leadership of its founding hospitals, the MUHC provides multidisciplinary patient-centric... (read more)
 
Sue Coe
Contact Centre Manager
Queensland Urban Utilities
Australia

How do you measure productivity of home based agents and also availability?
"same way as in the office -"
How do you ensure security of information?
"trust in our people doing the right thing"
How do you ensure staff work to the same high standards when they are an office?
"trust in our people"
How do you keep in touch with staff during the day?
"call, email, skype"

 
Satish Nair
Chief Executive Officfer
Luminous Training & Placement Services
India

How do you measure productivity of home based agents and also availability?
"By Mail MIS - daily format"
How do you ensure security of information?
"Control acess on mail communications"
How do you ensure staff work to the same high standards when they are an office?
"There is no measure on such elements. Trust is the only factor"
How do you keep in touch with staff during the day?
"By Cell phone - if essentail"

 
Elike
Founding Partner
Abelway Technologies Ltd
Ghana

How do you ensure security of information?
"Education and Individual NDA Agreements. All personal Information is kept online."
How do you ensure staff work to the same high standards when they are an office?
"Contiuous tracking to the software"
How do you keep in touch with staff during the day?
"Online Chats"
About Abelway Technologies Ltd

Provider of Business Enabling Services (Everything Call Centers, Document Management Services, Software Development, Netorking and Access Control)
 
Gail Rigler
CMO
Working Solutions

How do you measure productivity of home based agents and also availability?
"Productivity is measured in different ways, depending on the client program. For some, output is tracked by productive minute. For others, it might be gauged by the number of customers served or average handle time of an interaction. All metrics are aligned with client-specific targets. They might be to improve efficiency, increases sales or elevate customer satisfaction. Measurements can be turned up or dialed down for desired outcomes. As for availability, agents select their own schedules each week. Most are expected to clock 20 hours. With the Working Solutions agent ratio, two or three agents can make up a full-time equivalent or FTE."
How do you ensure security of information?
"Security is integrated into Working Solutions infrastructure and processes, and practiced by our professionals, in-house and contracted. We use trusted industry tools and standards to safeguard information and the privacy of clients and their customers.

Among our safety measures are:

• Payment Card Industry Data Security Standard (PCI) compliance -- A certifiable and ongoing way to maximize protection of global payment account data. Gaining and sustaining PCI Security Standards Council’s compliance status helps secure stakeholders and create credibility and trust for organizations.

• Virtual desktop infrastructure (VDI) solutions -- A comprehensive approach to security and controls to specifically address each layer of the cloud-delivered desktop. VDI stretches from the user and endpoint devices, all the way to the physical data center infrastructure. With it, security can be built in, using a combination of virtual technologies, hardware and customizable user controls.

• Multifactor authentication – A check-of-a-check verification that overcomes the limitations of weak and stolen passwords, both leading contributors to breaches. Strong authentication processes require multiple elements for optimal security, generally "something you have" (smartcards or mobile solutions), "something you know" (a password or pin), and "something you are" (biometrics)."
How do you ensure staff work to the same high standards when they are an office?
"Being in an office is no guarantee of achieving high standards. For us, instilling quality comes down to using proven processes, selecting the right people and meeting, or exceeding, performance-driven metrics—all done virtually. With the three aligned—from recruiting to agent education to operations—you achieve consistent, sustained outcomes. Today, we have a network of 150,000+ registered agents in the United States and Canada. Each is recruited for client-specific skills, where we match talent to task. Then, adapting a client’s training curriculum, we educate agents in the virtual classroom. Using degreed educators, that instruction is driven home through practice, role-playing and real-world customer scenarios. On the job, lessons are reinforced for months afterward to ensure desired results. "
How do you keep in touch with staff during the day?
"Working Solutions strives to foster a caring, virtual workplace culture for employees and agents, who are independent contractors. That compassion translates into empathetic customer service. This includes building a strong sense of community, based on outreach to frontline management and agents. Our agent portal, the Vyne, fosters connectivity and camaraderie among teams. We conduct frequent polls there, where agents share experiences and thoughts viewed across the community. Also, we create a "water cooler" environment for agents to meet online, sharing not only professional, but personal and family information as well. On meeting some of her virtual colleagues, one Pennsylvania professional said: "It’s like my home away from home, even though I work from home. It’s a whole other family. I love it!""
Any other comments you would like to share about working from home - the good or the bad?
"Nearly 25 years ago, Working Solutions introduced, and today continues to perfect, the work-from-home business model for on-demand contact center outsourcing. In that time, the company has served 100s of clients and millions of their customers, all across diverse industries—from healthcare to retail to travel. In that time, it’s performed remotely through blizzards, hurricanes and now, the coronavirus pandemic. When handling whatever comes, two strengths emerge that serve clients and customers well: flexibility and scalability of a mobile workforce. A workforce that can ramp up in a few-hours’ notice, shift resources outside of harm’s way, and respond when work-in-place providers get stuck.

Working Solutions has found that it offers multiple advantages to the agents and to the company. It has afforded our clients a flexible/scalable workforce that can ramp up or down within hours if need be. Our at-home agents can meet our clients’ needs, in times of steady business-as-usual, in times of anticipated growth where readiness counts, or in future states where unforeseen market shifts require flexibility to stay in business. Our agents are not clustered in certain geographic areas, but rather spread out strategically across the U.S. and Canada, with the flexibility to work from wherever they call home at the time. And perhaps best of all amidst the uncertainties of the spreading Coronavirus, they are able to continue working in the safety of social distancing, keeping them comfortable and safe from contagion."

 
Dany Nurwendo
Head of Customercare Operational
PT Smartfren Telecom Tbk
Indonesia

How do you measure productivity of home based agents and also availability?
"Online attendance, Time duration connect to cloud system and etc."
How do you ensure security of information?
"All system in office control by IT security."
How do you ensure staff work to the same high standards when they are an office?
"Control by work force management."
How do you keep in touch with staff during the day?
"Using WhatsApp, Cloud system or Zoom meeting."

 

Today's Tip of the Day - 5 Ways To Start Motivating Agents Today!

Read today's tip or listen to it on podcast.

Published: Wednesday, April 1, 2020

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2020 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
 

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