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by Saïd Zouaghi | July 17, 2019
As more and more companies embrace the work-from-home revolution, it is becoming evident that telecommuting is a big part of the future of the workplace. At 5CA, we embarked on this journey 5 years ago and haven’t looked back.
In my position as Work From Home Program Manager and as a remote worker myself I’ve seen the benefits for both company (access to a bigger talent pool, reduced operational costs, lower carbon footprint, etc.) and individual (greater work-life balance, no commute, flexibility, etc.) firsthand. However, it is the challenges involved with being a remote worker that keep me pushing for continuous improvement. Staying connected to your coworkers, exercising regularly, investing in your social life and just getting out of the house from time to time become real challenges once you commit to working from home. How can we ensure that remote team members feel part of something bigger while they are working in isolation for 8 hours a day? How do we inspire them to peak performance, especially in the repetitive environment of a contact center?
According to Buffer’s comprehensive State of Remote Work 2019 report, the biggest challenge for remote workers is unplugging after work (22%), followed closely by Loneliness (19%) and Collaborating and/or Communication (17%). It is therefore crucial that remote companies create a suitable support network to address some of the challenges that remote work imposes on our teams. Especially for hybrid organizations like 5CA that consist of in-office staff as well as their at-home counterparts, it is critical to be highly deliberate and conceptualize new initiatives with ALL of your team members in mind.
As companies, how can we achieve this? Below is a non-exhaustive list of some of the ideas we are implementing at 5CA. It can serve as a starting point for (partially) remote organizations:
Every day, more talented individuals looking for flexibility are finding their way to the remote workplace. Being able to work remotely is indeed becoming a hard requirement for a lot of young professionals. As companies, we need to be prepared to offer them a competitive set of benefits and a work environment in which they can flourish, or someone else will.
Our Work From Home Program Manager Saïd works from his home in sunny Mexico. He is a fervent believer in the Remote Work Revolution as a means to connect companies with the most talented individuals, regardless of their location, while improving work-life balance and empowering workers in developing countries. In his time off, he enjoys scuba diving, chess, football, and open world video games.
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Have you noticed how many companies and senior executives are now experts in building a work from home strategy? According to Malcolm Gladwell it takes 10.000 hours of individual practice to become an expert at anything. Have those 320 business hours since the 1st of March really made everybody an expert?
Across the world, business journals have been endlessly reporting of the heroic efforts of companies with large numbers of office-based employees managing to switch to a work-from-home strategy. This has particularly impacted the contact centers because they have a large number of people in a small area and this is no longer acceptable because of the social distancing required to keep us all safe.
For almost two decades, 5CA has been perfecting our work from home customer service model. The latest version, where we only ever hire agents to work from home, has been around since 2015, so it is clear that for us this is very much business as usual.
A few days ago I participated in a webinar titled ‘pioneering contact center quality working remotely.’ The title makes it clear what the focus was, but I was pleased to be joined by our Lead QA Analyst, Sylvia Mattl, and Derek Corcoran, CEO of Scorebuddy.
A few days ago I participated in a webinar titled ‘pioneering contact center quality working remotely.’ The title makes it clear what the focus was, but I was pleased to be joined by our Chief Customer Officer Rob van Herpen, and Derek Corcoran, CEO of Scorebuddy.
My experience with starting to work remotely has certainly been one of the very best opportunities I’ve had so far. It changed my life, for the better. I’ll gladly tell you the short story of how I went from an in-office agent biking to the station every day, to exchanging my bike for snow boots when I reached my new home.
Companies across the world are racing to get their team all working from home to protect them. During multiple global lockdowns citizens are expected to practice social distancing, therefore it is essential for companies to operate with as many people as possible working from home.
95% of our team works from home and we have been working this way for over 15 years, where we truly understand what it is really like to build a work from home strategy with a huge focus on quality.
I've been working from home for a full year now, and no working experience can compare...
At 5CA working from home is just business as usual. 95% of our team is based at home so we have been watching the sudden focus on work from home business models, especially for customer service, with some interest.
It sounds kind of obvious, but training and developing your remote workforce is essential to improving their skills and performance. It encourages them to be more engaging within the workforce of your company while working from their home office, which leads to happy, effective and great employees that are here to stay...
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Because 95% of our team works from home and we have been working this way for over 15 years I feel confident that I can help people to understand what it is really like to build a work from home strategy.
A lot of people are currently being thrust into the murky waters of communicating purely via different apps. It’s dangerous. I’m Australian, and to me the perfect analogy would be diving head-first into a muddy river on a scorcher of a day.
Many management consultants and business experts are advising executives to move their workforce home with laptops until the crisis is over. What they are not saying is that this is now business as usual - the new normal.
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I have to say, the first time leading a team without ever being in the same room is quite a unique and unsettling experience in the first few weeks, but I have found that it makes you work a lot on your communication skills...
Workforce engagement is a buzzword. And like all good buzzwords, there’s a lot of hype around it, but something really valuable at the heart of it too.
Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool...
Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool. It also presents an intriguing challenge: How do we balance flexibility, productivity, and security?
Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool.