Granted, the WHO declared a global pandemic a few weeks ago. Still, I cannot get over the extent to which the COVID-19 virus is propagating throughout the world. The pressure on enterprises, no matter the industry, is immense, especially with call center operations being shut down as countries in APAC, Central America and Africa declare emergency lockdowns. These are tough times to manage customer experience. Fortunately, there are alternatives for making sure that customers are not left in the dark. Emerge BPO has developed an extensive, fully compliant home-agent offering that can give companies the customer experience capabilities they need, one that concentrates on both strong outcomes and agent health.
And it is agent health that comes first at Emerge BPO. As my colleague and Emerge BPO Vice President of Operations Dalgleish Joseph explained in his recent blog, we are taking strong and decisive steps to make sure that our Guyana call center operations are as safe as possible for all team members. But, physical sites are just one aspect of out delivery platform. We also service customers using home-based agents.
I could wax lyrical in this post about the benefits of home agents, which include a lower-cost, and a high- quality labor pool that has a reputation for delivering excellent outcomes for end-users. But, in the current COVID-19 environment, I think that it is better to comment about why virtual solutions are the right ones for getting through the pandemic.
With so many enterprises facing spikes in their interaction volumes from consumers, call center capacity is being shuttered just when the ability to delivery on wide-ranging and urgent inquiries is needed the most. What is happening in the Philippines, South Africa and Guatemala, just to name a few countries, would have been unthinkable even a month ago. Thus, the ability to seamlessly move interactions to a remote workforce that provides an equal if not better quality of service to consumers just makes sense. Maintaining loyalty among a base of consumers through a crisis is imperative for any company; making certain that end-users are serviced quickly and with empathy is priceless, especially when faced with temporary disruptions in facilities.
At Emerge BPO, we have developed a home-working offering that provides our clients with a virtualized team that can be found across the US and Canada, with agents that can service end-users in English, Spanish and French. We have invested in our recruitment processes to make certain that we find the best quality team members that represent the various brands that we partner with. This is accentuated with our ongoing training and watertight security provisions. Our team of agents can ramp up or scale down quickly, depending on the client’s needs, which will be important as this pandemic plays out.
As the President of Emerge BPO, I want to let our existing client partners know that our home-agent offering is ready to take on any campaign that is being disrupted by facilities closures, displaced agents, or for any other reason. For companies that we are not partnered with, the same applies. Emerge BPO welcomes the chance to support your needs with our home-based agents. As an agile remote-agent operator, we are committed to empowering enterprises across verticals get through the COVID-19 crisis.