Impact Report 2: Is Work-At-Home Working?

Since Everise quickly transitioned to a home-based support model in March, our people have now had time to adjust to a work-from-home environment. We’ve gathered internal data and learnings to review our work-from-home operations and see how it has affected our employees and overall performance.

This report follows up from our first Impact Report and seeks to answer critical questions customer experience leaders have about the long-term sustainability of a home-based model using key outsourcing metrics.  

In this report, you’ll find the answer to the following questions:

1. How has remote work affected hiring & training?
2. Are employees engaged at home?
3. What is the impact of remote work on performance?

Key takeaways:

1. Think Flexshoring
   Effectively harnessing enterprise cloud technology and connecting them to people and processes across geographies is critical to remaining resilient.  
2. Listen to your people
   Customer support teams are productive at home and have ideas on how to maintain this performance in a future-ready flexible model.  
3. Invest in remote-work training for managers
   Managing a remote workforce comes with challenges that goes outside the typical employee-manager paradigm. Factor in additional resources to tackle loneliness, and increase face-to-face virtual meetings. Everise is aggressively expanding our learning and development programs to continue driving highly engaged teams.  
4. Now is the time to grow
   The data shows that home-based support can work. Look to your outsourcing partner as a growth partner who can help you accelerate your top-line, while trimming your bottom.

Bain and Company in their webinar “COVID-19 Implications for IT and ITeS” on 13 May 2020 shares that:

“Everise’s investments in technology paired with their demonstrated excellence deploying a secure and scalable work-at-home solution make them the archetype for a resilient, next-generation BPO.” 

The Everise point of view:

Everise CEO,  Sudhir Agarwal highlights:

“In disruptive times like these, companies who have invested in a globally distributed workforce that is blended between work-at-home and brick-and mortar are transforming their resilience into growth.

Everise has invested in the talent and technology that enable us to have deep insight into changing labour markets and customer behaviours, which can unlock growth previously thought unimaginable.”