Work At Home
The world has changed and taken the workforce with it! With so many companies moving towards remote operations, superior customer experience solutions are in higher demand than ever — and that’s where we come in. ContactPoint 360 has revolutionized remote customer service with our recruitment, training, and workforce management processes.
Recruitment & Hiring – Attracting top talent without borders!
Flexible schedules, work-life balance and overall greater job satisfaction, are just a few reasons why WAH attracts mature, higher educated and experienced professionals.
Our advanced Applicant Tracking Software (ATS) system/portal continuously keeps candidates engaged and supported through our remote recruitment application process.
Extended talent pool reach, opens career opportunities without geographical borders.
Our digital recruitment campaigns are customized for each client/job posting, to attract top quality talent and communicate with an active database across the globe.
Personalized webcam video interviews, both one-on-one and group forums are part of our virtual selection process.
Training & Onboarding – Experts in eLearning Course Design!
- We pre-screen candidates, test their systems for internet and hardware functionality, and make them ‘CP360 Cloud Certified’ before they enter training.
- We custom design interactive training courses to include self-paced materials, trainer led modules, quizzes, mock/test calls, which are all part of the eLearning student path to graduation.
- Our eLMS system provides a proactive student path for graduation success and ongoing recursive learning.
- Home Office Policies and Best Practice Coaches support agents through the ‘go-live’ jitters’ and well beyond, as part of our engagement commitment to their career journey.
Training & Onboarding – Experts in eLearning Course Design!
- Pre-screen candidate testing for internet and hardware to become ‘CP360 Cloud Certified’ prior to entering training is just one way we set up our agents for success.
- We custom design interactive training courses to include self-paced materials, trainer led modules, quizzes, mock/test calls, which are all part of the eLearning student path to graduation.
- Our eLMS system provides a proactive student path for graduation success and ongoing recursive learning.
- Home Office Policies & Best Practice Coaches support our agents through the ‘go live jitters’ and well beyond, as our engagement commitment to their career journey.
Quality Monitoring & Motivation – Increased KPIs, tenure and job satisfaction
Home office agents have proven to achieve higher key performance results and quality scores, as a result of increased dedication and job satisfaction.
We combine traditional QA and AI-based speech analytics screening for key touch points and compliance requirements specific to your business. This methodology goes beyond grading agent capabilities and creates a deep understanding of caller feedback.
Our continuous governance and coaching methodologies keep remote agents fully engaged, and always feeling they are part of a team – just a click, call, or video call away.
Home-based agents naturally have a high degree of self-motivation skills. We’ve observed an increased tenure and reduced attrition rate, which in turn positively impacted the quality of service.
Ongoing Employee Engagement
- We are committed to diversity and inclusion. We are proudly certified as a Great Place to Work and Best Workplaces in Women, Mental Health, Inclusion, and Professional Services. Visit our Careers Portal to join the team!
- We offer progressive career opportunities, motivational incentive programs and continuous team building activities and events, lead by our Agent Engagement team.
- ContactPoint 360’s culture is upheld by our philosophy of people first. We proudly support a positive and meaningful work culture, and equal employment opportunities.
Ongoing Employee Engagement
- We are committed to diversity and inclusion. We are proudly certified as a Great Place to Work and Best Workplaces in Women, Mental Health, Inclusion, and Professional Services. Visit our Careers Portal to join the team!
- We offer progressive career opportunities, motivational incentive programs and continuous team building activities and events, lead by our Agent Engagement team.
- ContactPoint 360’s culture is upheld by our philosophy of people first. We proudly support a positive and meaningful work culture, and equal employment opportunities.
Hybrid Shoring Solutions
- Our hybrid model is a flexible blended pool of onshore, offshore, and homeshore CX professionals that offers a cost-effective and scalable solution.
- We provide customizable services to meet budget requirements.
- Our WAH model easily enables us to meet seasonal staffing challenges by rampling up/down our home-based agents, to meet spikes in volume.
- A hybrid solution proactively provides another layer of Business Continuity Planning and Disaster Recovery assurance.
Security & Technology
- Our end-to-end Work At Home system, combined with Secure Remote Worker and CP360 Shield technology, is just one of the reasons we make an excellent CX partner.
- We have HIPAA and PCI compliant workstations with end-point security.
- Escalation procedures, encrypted data communication, IT help desk support, and video conferencing provide governance and remote management to connect our agents daily.
- Real-time metrics, monitoring, and enterprise-grade hardware allow remote workers to operate successfully.
Related Case Studies
Rapid Staff Migration To Work From Home Model
As the first wave of the Covid-19 pandemic reached its peak and governments directed offices to close, it took us only 5 hours to plan a transition for 95% of our employees to work from home. Here is our story.
Achieving 100% Compliance and Massive Cost Savings for HVAC Clients in Canada
With our voice-assisted technology, we achieved 100% compliance, Saved CAD 230K annually, and achieved 100% in quality scores for HVAC clients requiring pre-sales verification, to comply with Bill-55 in Ontario, Canada. Read how we did it!
Reducing Past Dues And Recovering Millions With Modern Technology And Strategic Approach
The recovery approach of a major energy client in the US got a major overhaul with our modern technology & strategic approach. Our ‘Collections with Care’ method resulted in a 6x increase in outbound calls, a 186% increase in automated monthly payments, a combined reduction of $2.8M in past due 30,60, and 90-day buckets, and more. Here is how we did it.
Cash Application Process Optimization With The Right People, Processes, And Technologies
We were tasked with improving cash application processes reducing balance discrepancies, bad debt reversals, and credit balances for major energy clients. We worked our magic with the right people, training, processes, and measurement metrics. We got them a 91.4% reduction in credit balances, a 92% reduction in accounts needing verification for bad debt reversal, and more.
Voice AI And Speech Analytics’ Impact On Outbound Sales And Agent Retention
To serve the customers, we need to know the customers. Conversations between sales agents and customers can provide direct insights into the need of the market. But only 2% of these calls are every recorded. Using Speech Analytics and Voice AI technology, we recorded 100% of outbound sales calls for a US-based energy provider and achieved a 17.3% increase in sales/hour!
Mathematics And CX – A Not So Unlikely Combination
An Edu-tech company is revolutionizing the way mathematics is experienced. We became a part of this exciting journey and brought so many more on board, to learn math in an all-new way!
The Right Technology Can Optimize Every Minute For Money In Contact Center Operations
Tasks that can be automated, should be automated. The key is to know what can be applied where. Read how we increased operational efficiency by 5x by developing and deploying RPA.