Already a well-established solution, SYKESHome is a customer service model that recruits, trains, and manages home-based teams, delivering great support for brands and their customers.
In operation across Europe for over five years, SYKESHome delivers customer service virtually, without office and commuting limitations normally associated with a contact centre building and giving employees the work-life balance they want.
Success in such a virtual environment relies on experience and technology. At the heart of SYKESHome is OneTEAM, a technology suite developed by SYKES that perfects the management view of remote team activity and enables support for colleagues as they interact with customers, even though they are not in the same room. This flags when calls run long, when agents raise their hand and when agent status is not where it’s expected to be.
Enabling further OneTEAM capabilities allows colleagues to collaborate through chat, as well as to get the assistance of a Knowledge Bot that brings available answers to them so they don’t need to go and look. OneTEAM also uses user keystrokes and interaction timings to create digital insights. These flag process inefficiencies, knowledge needs and training opportunities, allowing managers to redesign interactions, improve available content and deliver micro-training directly to colleagues between customer contacts.
SYKESHome makes a difference to customer service operations by tapping into new potential employee groups, working in a distributed model, and bringing a new profile and focus to looking after consumers.
OneTEAM facilitates remote team management and enables individual productivity and performance by recording and reporting key events and activities in a way that makes distance and line of sight irrelevant.
There are two further areas where available options deliver more through SYKESHome
- Greater visibility
A key addition to SYKESHome is technology that provides facial recognition. Going beyond reliance on keystrokes at login, this capability ensures only the authorised user can log in.
In addition to this, it can detect the presence of third parties, ensuring that only the colleague approved to be in front of the screen is there. Should it detect a second person, access to screens will automatically shut off.
And as a further benefit in dealing with perceived risks, any sight of a camera, smartphone or listening device, or of pen and paper in a paperless environment, will result in the same outcome.
- Digital assistance
This helps in several ways by applying automation technology in the colleague’s virtual workspace. First, automating processes reduces manual steps necessary to support customers and complete records. An example of this might be copy/paste from system to system which occurs much more than many CX leaders imagine, especially where multiple legacy systems are needed in the customer service function.
Further, the technology brings information and knowledge to the colleague. Based on fields filled and conversation content, a bot will bring information for the colleague to use as they speak or chat with a customer. This not only helps them support customers more efficiently, but also minimises their need to access other system records, which is a key risk management step. Finally, the digital assistant’s instant access to knowledge helps work-at-home colleagues to reach full competence more quickly.
SYKES has been helping companies to support their customers for over forty years. If your customer service strategy needs experience and resources for success in our increasingly digital world, please get in touch!