Overview

With an expected shutdown of the site due to COVID-19 looming, ContactPoint360 revised our Business Continuity Plan to embrace a WFH model. Daily meetings were held with senior stakeholders to prepare and plan for the transition. Secure Remote Worker applications were identified and prepared and contracts were revised for WFH agents.

When the government order shutting down non-essential services came through, we had to quickly put together a team within a few hours to facilitate the WFH transition.

Challenge

• Need for additional floor support to assist the transition to WFH.
• No bandwidth availability with IT to assist agents.

Solution

• Identified agents with strong IT/computer acumen as ‘deputies’ to interface with IT and Operations. They acted as a SPOC for each agent, as they transitioned into a home-based worker.
• Filtered a list of agents based on education and personal interests using our HRIS, Bamboo HR, and reached out for assistance.
• Deputies ensured that each agent completed the paperwork, had the proper equipment as they left the site, and followed through with the testing.