In March 2021, we held the webinar «Contact Centers in times of teleworking: challenges and solutions», with the participation of Sebastián Bejarano, our Commercial Director, as a speaker, accompanied by Andrés Tautiva, our CEO, who gave us an overview of the challenges and solutions regarding the problems of remote Contact Center environments today.

In turn, we had the attendance of special guests, experts from the Human Resources area and the Contact Centers sector, such as Blanca Cristina Correal Sarmiento from D&M and Jaime Andrés García Villalba from Almacontact, who shared their successful experiences for the optimal management of solution mechanisms that increase productivity and performance in Contact Center organizations and their work teams.

With the attendance of more than 22 leaders from the Contact Center and BPO sector in Latin America, in this one-hour digital space we talked about how to make operations carried out remotely profitable, how to make work schemes more flexible while continuing to boost agent performance, how to make decisions based on data and statistics, among other aspects of interest for the operational management of the sector.

Below is a brief summary of the conclusions of this meeting:

Is telework more productive?

Sector perspectives

From the beginning of the session we shared the perspectives that, from Nukke’s scope and in response to our clients, we have about the sector and how to address them in their work environments:

What challenges are present and how to address them?

Challenge

  • How to increase productivity indicators?
  • How to increase revenue?
  • How to provide a better service experience?

How to address it

  • Ensure advisors’ focus and optimize working hours.
  • Increase the billing units of each operation and reduce face-to-face operation costs.
  • Minimize the risk of penalties and generate management reports on resources assigned to the client.

How to face the challenges and suggestions for improvement?

Objective

  • Manage productivity indicators.
  • Increase revenue.
  • Provide a better service experience.

Suggestion

  • Have an effective monitoring and control solution/service.
  • Socialize the operation’s billing units and improve the organization’s EBITDA.
  • Improve the service levels agreed with clients and provide them with security regarding the handling of their information.

Highlights of the event

WEBINAR VIDEO — pending insertion

The original record included video fragments of the event and the topics discussed with our special guests. That video was not available to recover from the previous page — upload it to your media library or YouTube/Vimeo and replace this block with the corresponding embedded player.

What our attendees shared

In the interaction with our attendees, we listened to their points of view and addressed their concerns during the session:

Those who attended our webinar agree that the biggest challenge they face in their Contact Center environment is the lack of visibility over the productive time of their collaborators.
In turn, our attendees consider that productivity indicators are the most necessary elements to measure and control in their operations.
Likewise, for the leaders of the Contact Centers and BPO sector who attended our webinar, the main reason that drives them to manage the productivity of operations in their organizations is to make work schedules more flexible, so that their organizations can easily adapt to today’s different work environments.
Data and indicators

Nukke data and indicators

Thanks to the testimonials of our clients in Contact Center and BPO, we share these data and improvement indicators that have been evidenced in the productivity of their operations by taking the optimization actions shared in this session.

Want more information?

At Nukke, we want to provide you with advice and specialized mechanisms to help you improve the productivity and efficiency of your Contact Center. Contact us and discover how.