Time To Bravely Go Where No Company Has Gone Before. Explore New Worlds.
The past is gone and we will not see a “return to normal” as we remember it. So you can either dwell in the past and remember how it used to be or you can look forward and see the opportunities the future has in store. Everyone is saying things like this but it is the truth. They also say the companies that can embrace the new normal will come out of this pandemic looking good. Well that is true also but how do you do that?
So here is my suggestion, quit trying to make changes to your old way of doing things and imagine that this is the first day of your new company. Instead of trying to make changes to existing processes and use your current staff and vendors in a new way just start from scratch. Imagine the end result you want to have to a process and then work backwards.
Let say you need to perform customer service or customer care and the last thing in that process is a completed call with a happy consumer. Right before that was a inbound or outbound call. Before that was an agent available to dial or answer the call. Before that the agent was trained and before that the agent was hired…… As you map the process backwards questions need to be answered and boundaries defined. So first where is this agent? In a call center or a Work From Home WFH agent? In the US, India, Philippines, Jamaica, South Africa….. How much are we paying the agent? Are we getting quality staff? What advantages and disadvantages do we get from a call center verses WFH agents?
As you begin to explore new worlds that needs to include all options. Technology, staff, processes and clients all need to evaluated and only the best shall become part of the solution. There is a lot of technology you have never considered because you have always looked at solutions one dimensionally and now the world is wide open with WFH staff. Maybe the best bookkeeper for you is in the Philippines and the best customer care is in Jamaica and the tech support you need is in Isreal.
If you need help with the staffing worldwide Ring & Respect has the workers you need to get the work done.
