The TechM Work at Home (WAH) Contact Center Solution has been meticulously designed to leverage a geographically distributed employee-hiring model using cutting-edge virtual technology platforms available. Our solution is deployable across the continental US & Canada, UK and other European countries such as Ireland, as well as APAC and ANZ.
Tech Mahindra is a proven global leader in the WAH Contact Center space. We have successfully deployed over 15,000 agents all over the world in response to the COVID outbreak. Our “people and technology model” is not only supporting businesses through business continuity challenges, but more importantly, is critical post-COVID as businesses will look to migrate to a permanent WAH contact center solutions, which will be the way of the future.
Avoid building or renting new facilities and lower overall contact center cost.
Better respond to changing demand without hiring for peak hours
Geographically distributed hiring model to target very specific talents and skill sets
Find and quickly deploy local resources required to support local customers
More selective hiring that yields better achievement of client KPM’s
Remote agents allow to keep the business going amidst crisis
2/3rd people want to work from home
Over 1/3rd would choose to Work remotely over a pay raise
80% of employees consider telework a job perk
Losing a good employee costs thousands
46% telework companies accept reduced attrition
2/3rd employees would shift job to ease commute
Majority of employees who call in sick have personal issues, family needs or stress
Remote workers continue to work when they’re sick (and do not infect others)
6 out of 10 employers identify cost savings as a significant benefit
Offers compliance with ADA for disabled workers
Avg. non traditional commuter saving is $5,000 - $10,000 per employee per year
Hiring and operating remotely reduces the potential for discrimination
People are hired based upon what they do rather than how they look
As the COVID-19 pandemic continues to spread across the world, due to our well laid out BCP plans, we were able to move with minimum disruption from brick and mortar delivery centers to WAH across all regions. The unique features of this is:
Our service levels, including call centers and invoice processing timelines, remain well within our established SLA’s. We don’t anticipate any service delays or disruptions at this stage.
More than 70% of the BPO workforce is now operating from WAH and this was accomplished in less than 4 weeks across the globe.
WAH solution is HIPAA and PCI compliant
Service lines WAH enabled include Voice Based Contact Centers, IT Service Desks, Supply Chain Operations (Finance and Accounting services, Order management and Procurement Services).
TechM WAH technology infrastructure helps enable an environment to move your associates 100% in the “New Normal” environment.
Create Capacity by using WAH (Work at Home) services during contingency and post COVID-19 to setup a “New Normal” environment.
We have also developed a ready to use virtual process mining, consulting framework leveraging the right set of technologies and there by decrease human effort through rapid BOT development and deployment, 10%-15% effort reduction in 2 Months.
Current outbreak has led to increased call volumes to service. A variety of processes can be looked into from channel deflection perspective and increase capacity through Virtual Assistants in avenues like Claims and Policy Servicing through Voice and Chat Bots, potential for 15%- 20% channel deflection in 2 months.
To know about our Service Desk WAH solutions, Click Here.
US and Canada (excluding upper parts of Canada), UK, Ireland, N. Ireland, mature parts of Eastern Europe, ANZ, India. Does not include S. America or China, Africa or Japan.
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