Meeting Demand in Testing Times
With every business feeling the effects of the pandemic, our client was no different. Their North American customers were beginning to experience longer wait times when calling, with some calls even going unanswered. Around the globe, as more contact centers closed, the need to migrate thousands of service agents to a secure work at home (WAH) environment grew. The client needed to establish hundreds of new remote work agents to triage customer calls that could no longer be serviced from their closing facilities. New agents had to be rapidly sourced, onboarded, trained and set up with the connectivity and technology needed to deliver from a secure WAH environment.
Before the pandemic, our client viewed remote work as a potential security risk that they were unwilling to take. But with their hand now being forced, they turned to us and our track record with secure WAH success.