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Work from home

The best talent anywhere on the planet

Our agents work from home. With the planet as our talent pool, we cherry-pick the best candidates to hire ambassadors for your brand.

 

Say goodbye to brick-and-mortar

Work from home customer support unlocks a world of potential.

Any language, any time, anywhere

We're able to recruit agents fluent in any language, anywhere in the world. Take your customer support remote and never struggle with multilingual again.

Best in class support interactions

Who better to provide support to your customers than the fans of your brand? Hiring passionate agents working from their preferred environment creates the best possible customer interactions.

Unparalelled ramp-up speed

Leveraging our global community of agents means we can recruit, onboard, and train a team of expert agents in a matter of weeks.

Find experts at anything

With a talent pool of more than 1 billion people, we're able to find agents with passion and knowledge about your company's products.

Global support, one vendor

Combining our work-from-home support model with our centralized management structure allows you to provide worldwide customer support through one single vendor.

The numbers don't lie

Infographic work from home

Performance management for work from home

How do we manage performance for remote support teams? Using our 20+ years of customer support experience, we built our own data platform to provide real-time, in-depth information about support metrics and your customers’ issues and inquiries. We believe in transparency, openness, and keeping our clients – and agents – in the loop. Apart from providing actionable customer support insights to our clients, we use data to manage, coach, and train our support teams.

Engaging remote agents

Engaging a remote workforce brings its own unique challenges. We know that for our work-from-home model to succeed, we need to make sure that all of our colleagues understand our company culture, and feel involved with their team, our clients, and our entire organization. Our dedicated engagement team does just this: Building an inclusive culture, creating spaces for people to connect, and sharing information from all levels of the organization.

Securing our work-from-home model

In our remote support model, how do we balance flexibility, productivity, and security? To secure our data and that of our clients we focus on these key areas:

  • Redefining the perimeter; Agents perform work from a cloud-based workspace within our CX platform. Access is via multi-factor authentication and data cannot move between the workspace and the agent’s device.
  • Controlling access; We control which systems, at what times, from what source an individual can gain access, and we can withdraw that access immediately without relying on third parties.
  • Controlling the workspace; As our cloud-based workspace is the only place for agents to work we maintain least-privilege access, no desktop nor execution rights, and activity is recorded and monitored.

Hyperscalability through work-from-home

Our work-from-home model means we have access to a worldwide pool of customer support specialists. This allows us to hyperscale within a matter of weeks. In fact, we were able to onboard as many as 200 multilingual FTE’s within just 3 weeks following a client request, while upholding our high quality-of-hire standards.

We are not the gig-economy

We don’t offer on-demand services by utilizing gig workers. Our customer support services are delivered by fully trained agents, with secure access to all the relevant tools, systems, and content, and surrounded by a team of fellow agents working for the same client. Our operational framework guarantees high-quality support interactions and we’re able to handle the full scope of support inquiries; from product & tech issues to questions around billing and accounts.

More about work from home customer support

Podcast: Advice for companies suddenly having to work from home

With 15+ years of experience with work-from-home, 5CA’s CCO Rob van Herpen shares advice and insights to help companies suddenly having to make the change to remote work. Podcast hosted by CX Files‘ Mark Hillary.

Listen to podcast

Ready for remote?

  • Stop struggling with multilingualWith our growing worldwide community of agents, we're able to hire any language you need.
  • Get up and running within weeksWe'll recruit, onboard, and train your new support team in record time.
  • Support provided by fans of your brandOur agents understand your customers, because they are your customers.

Reach out to our sales team and we’ll be in touch within a day.

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