As the Philippines embarks on a nation wide vaccination campaign, the country inches closer to a post-pandemic workplace.
Businesses are unlikely to return to usual soon, because employees now value increased flexibility, having proven that they can be as productive working from home as they are in the workplace.
A recent global Kaspersky study has shown that almost three-quarters of employees want to rethink pre-Covid 19 ways of working, and with two in five workers wanting flexible work arrangements.
When it comes to the business process outsourcing industry, a key economic driver in the Philippines, diversification and long-term thinking are critical factors when considering an appropriate post-pandemic business model that mitigates risks.
Reliable BPO partners now offer geographically distributed workforces that are hybrid and can work from anywhere. They are innovative and agile enough to mitigate unpredictable risks and can optimise their services to perform well at an affordable cost.
Everise, a customer experience solutions and technology company, calls this approach flexshoring, as it offers flexibility to blend work-at-home and centralized teams on a global scale.
To facilitate the service model, Everise has customer experience centers strategically located across seven markets including the Philippines, and has invested in developing the tools, infrastructure and security practices that enable a high performing digital workforce.
When the Covid-19 pandemic hit, due to their foresight and investments, Everise was uniquely placed to absorb and capitalise on their remote work capabilities, as they had implemented a work-at-home solution in 2017 that had been catering to a small percentage (10 percent) of their global workforce.
Because they were well prepared, Everise outperformed much larger competitors by transitioning 95 percent of their global workforce in the second half of March 2020 to work from home.
They were able to retain business continuity in spite of the pandemic’s social distancing restrictions, and were able to make strides acquiring new business in both health and technology verticals.
Everise experienced employee retention and found that employees worked significantly more efficiently in a work-at-home environment. This transition has also attracted more experienced, better-trained agents, who improve customer satisfaction metrics, enabling improved delivery and satisfaction for clients.In the past year, Everise has increased their headcount in the Philippines, Malaysia and Japan.
As a next generation BPO, Everise is deploying technology as much as possible to free up their employees to service emotively--with compassion and empathy. Technology helps with task automation, and replaces low level customer support positions and back-office services, so that agents can focus on managing increasingly complex problems.
This means that Everise now recruits agents with more sophisticated skill sets, requiring educated, experienced, technology-literate workers.
Flexshoring not only offers access to exceptional customer service agents, it also permits companies to rapidly scale up or down during cyclical hiring seasons, as well as to bring in specialised talent for specific tasks, such as customer service delivery in multiple languages.
An agile cloud contact center architecture is required to easily manage and reroute volumes, as well as enable root cause analysis to find and solve any issues in specific locations.
When gathering intelligence for a Flexshore operation, companies need powerful business and agent intelligence platforms with analytic capabilities to optimally route volume and enhance coaching strategies.
COMMENT DISCLAIMER: Reader comments posted on this Web site are not in any way endorsed by Manila Standard. Comments are views by manilastandard.net readers who exercise their right to free expression and they do not necessarily represent or reflect the position or viewpoint of manilastandard.net. While reserving this publication’s right to delete comments that are deemed offensive, indecent or inconsistent with Manila Standard editorial standards, Manila Standard may not be held liable for any false information posted by readers in this comments section.