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Why Remote is the Future

By | Remote Support Services, Remote Work, Uncategorized, Virtual Assistant Support | No Comments

The pandemic has triggered a tectonic shift in the job market. In the US alone, an incredible 42% of workers have switched to remote jobs. Major companies such as Google, Facebook, Shopify and Uber have already announced that they are giving their employees the option to permanently work from home. According to Gartner, 80% of company leaders also plan to allow their employees to work from home, even after the economy reopens after the pandemic.

With over 10 years of experience of managing a remote workforce, IdeasUnlimited has been at the forefront of this change. We have always believed that this new model was inevitable but now, we are certain that it’s here to stay. The democratization of information technology has made it all too easy to build a substantial career without even visiting an office. In this blog, we’ll discuss the five reasons why remote work economy is the future.

Better Pay

There has always been a stigma in the society regarding jobs that don’t take place in a traditional office setting. Many don’t consider them as ‘real’ jobs that can afford a quality standard of living. This is simply not true. 

Extensive research on this topic has confirmed that the pay-scale of remote jobs is on par with regular occupations. One research group even found that on average, remote workers earn $100,000 per year more. Their data also suggests that long term remote workers have enjoyed a steady growth in their salary. Overall, remote employees end up earning 8% more than on-site workers with similar job titles and experience.

Another aspect that cannot be ignored is the fact that remote workers do not need to invest a large portion of their income on transportation and day-care. All combined, working remotely helps people earn more and spend less.

Happier Workers

While income is definitely important, work-life balance is also becoming increasingly paramount. The standard ‘Monday-Friday, 9 to 5’ work model has led to increased stress and low productivity. While a proposed ‘4-day work week’ could remedy this, another possible solution is to let people work from home.

Being in a comfortable environment and close to family has profound benefits for worker’s mental health. Mental Health America has done extensive research on this particular subject. A survey by them revealed that non-remote workers report ‘poor’ or ‘very poor’ mental health twice as much as remote workers. Furthermore, almost half of the people in the survey reported that they were ‘happy’ to ‘very happy’ with their work-life balance.

It’s hard to imagine that people will go back to an office environment after experiencing how much happier they are at home. From the employers perspective, it’s also more profitable to have workers that remain motivated and positive.

More Opportunities

One key area where the remote job market has a substantial upper hand is the variety of opportunities that are available.

When someone is required to simply login on a computer from their home in order to be ‘employed’, the job opportunity becomes incredibly flexible. People can be hired even if they live in a different country. Applicants who have physical disabilities or lack a means of transportation can also apply. Furthermore, remote jobs have also helped those who experience social anxiety to build successful careers. Our company has a long history of creating many success stories for people who have struggled in their professional lives.

While labor intensive work such as a construction worker or a restaurant waiter will still remain as they are, nearly all other types of jobs can be done online (and probably will be from now on).

Cost-effective

We’ve touched on how remote jobs are helping people save money, but it goes further than that. The cost saving benefits are perhaps even bigger for employers. While going to an office isn’t unfavorable for workers, employers themselves are starting to doubt the necessity of offices. In major cities around the world, such as London and Palto Alto, CEO’s have publicly stated their frustrations with exorbitant rents and taxes.

The recent switch to remote has given everyone a taste of just how much money everyone can end up saving. Workers won’t have to spend so much on transportation while companies can cut their operational expenses of running an office. It’s a win-win situation.

This is perhaps even more beneficial for small businesses and startups. The cost of establishing a brick and mortar has always been a huge barrier. But with more and more companies switching to ecommerce and online platforms to conduct business, the future is shaping up to an online only economy.

Automation

The pandemic isn’t the only thing that triggered the shift to remote. The surge in automation already caused many to re-think about the job market. For better or worse, widespread automation is on the rise.

Even without a world-wide health crisis, many had already envisioned a future where machines do all the labor intensive work. Therefore, now more than ever, the conversion to a work-at-home economy is happening faster than ever.

Some of the larger companies have already automated 20% of their work. Even many of the tasks that require a ‘human-touch’, such as human resourcing and operations support, can now be done out of office. Recently, these same corporations have been scrambling to figure out how to change all work to remote-based.

In a way, you can imagine that the pandemic did not cause a shift to remote. Instead, it only accelerated what automation set in motion years ago.

As we said before, on-site workers will always be in demand. But there will now be a substantial split than leans more towards remote. The increase in automation will only continue to favor remote jobs while the above mentioned points are strong arguments for their longevity.

What we must do now is figure out how to adapt to this new world. Employers need to morph their business structure to accommodate remote workers, while workers must learn how to find their footing in the remote job market. IdeasUnlimited will continue to help both.

If you’re looking to build your remote team, be sure to get in touch with our experts. And for anyone looking to find work from home opportunities, we’ll keep you posted over on our careers website.

Disruption and Reinvention in the Telecommunications Industry

By | Call Center for Small Business, Call Center Support, Technical Support, Uncategorized | No Comments

Here is an important question for you: Why do firms run businesses?
The most common answer is: To generate profits and achieve a sustainable position in the market.

The telecommunication industry has been trying to replicate this capital-intensive industry synergy, but without moving beyond the orthodox consumer models. Therefore, with partial redundancy of voice and texting plans, telecom companies have been trying hard to balance their ROI and declining cashflows. Currently, Western European and North American Telecom is also selling broadband, TV, media services, and data services to manage profitability and capital returns. It is, however, more important to note that the landscape has been greatly transformed because Facebook, Google, Netflix, and other data-driven companies have taken it very far from the typical telecom market by creating new forms of communication, technical support, and viewer choices.

Now let me ask you my question again: Why do firms run businesses?

               This time a Million Dollar Answer should be: To maintain their competitive edge, evolve with time, and create positive customer experiences for profitability and sustainability.

Digital innovation can help telecommunication companies streamline operational processes, satisfy customers, reduce costs, and increase sales.

As the telecommunication companies have waited too long to understand and respond to this digital disruption, digital companies like Facebook and Netflix have jumped in and established themselves as the fiercest competitors to the telecommunication industry. These data-driven giants have grabbed a major share of the customer satisfaction pie—the main ingredient of success in today’s world. And to catch up, the telecommunication industry has to free up resources and employ trained, tech-savvy teams to support their customer care center and technical customer support units.

Customer focus is the main target. Telecommunications companies differentiate themselves and achieve success through customer-centric models. This requires drastic changes in operational, technological, and organizational processes.

E-Care

It is time for the telecommunication industry to step up their technical customer support to win big on customer experience and satisfaction. Providing technical customer support through digital channels is reported to increase customer satisfaction significantly.

Deloitte reviews how technical customer support teams can create differentiation and give businesses a competitive edge to retain and acquire customers. Giffgaff, a UK virtual network operator, has set a precedent in E-care or digital technical customer support. With just 33 employees, Giffgaff has a record of clearing customer queries/issues within three minutes. It has succeeded in building a community of users who help each other digitally and even developed Nokia and iOS applications through discussions and mutual help.

This demonstrates an excellent example of E-care, which also results in high levels of customer engagement and satisfaction. Digitization makes support services leaner, quicker, and effective. This reduces costs and capital commitment for the company.

The telecommunication industry hardly fares well when customer service metrics are compared. It has failed to fully appreciate the potential of developing digital technical customer support for tier one and two. As the market moves faster towards more sophisticated technologies and cloud-based systems and products and services, it is necessary to avoid communication delays and ineffective solutions.

Generation Y and Generation Z are tech savvy, have lesser time, and prefer online communication. Therefore, systems like E-care can accommodate and elevate their overall customer experience with a telecom operator.

Reports by McKinsey have shown that E-care also reduces customer care center costs by 25-30% while online technical customer support improves customer experience by 76%.  Another mobile operator reduced the number of support service calls by 90% by introducing sophisticated systems for E-care. This shows the significance of building and facilitating digital-only journeys for modern telecom users. A three-tiered system of technical support with advanced systems can easily navigate and anticipate problems and issue resources to the customers as required.

Omnichannel Experience

When digital services become extensive, they necessitate the introduction of a cohesive online/offline operations model for your business to deliver a consistent experience across all channels of communication and customer contact points. Your customer care center should be able to keep up with the evolving demands and preferences of your customers. Each touchpoint, whether operated digitally or through a customer representative, needs to deliver an expected level of service.

More than 60% of customers digitally interact with brands and request their services  through different mediums. They expect consistent and quality customer service across all time zones, mediums, and devices. Unified cross-channel services will bring loyalty and repeated sales for the company.

A well-managed omnichannel customer experience means a well-integrated and seamless experience for the consumers through which they can resolve service issues and communicate with the company. Different customers can have different communication preferences and the omnichannel support model enables them to choose different channels alternatively, simultaneously, and in combination, to build their own digital journeys.

Developing the omnichannel experience for your customers will also result in a wealth of customer data, which can further help to elevate customer service at multiple touch points by better personalization and service access. Big data and predictive analyses give a unified view of customers that is required for the omnichannel experience.

IdeasUnlimited has been assisting a number of companies in the telecommunication industry meet these contemporary challenges. If you are interested in knowing more about our services for telephone companies, internet service providers, wireless telecommunication carriers, network service providers, and media service providers, click here -> Read More

Planet Call Center

Planet Call Center

By | Call Center Support, Inbound Call Center Solution, Outbound Call Center Services, Uncategorized | 2 Comments

Ask you walk through the hubbub of a call center, you will find agents engaged in a variety of activities, working hard in an upbeat atmosphere. There will be agents making and receiving calls, a customer service representative leaning back to consult a colleague on a unique case, and a small group huddled around the coffeemaker discussing hot leads they’ll be chasing this week.

Working in the same environment, with the same KPIs and the same shifts that are diametrically different from typical 9 to 5 office hours, call center agents develop a unique culture—the Planet Call Center.

Camaraderie

Late night shifts in the dead of winter, seeing the same agents day in and day out, having similar job descriptions, and relying on each other’s knowledge and experience builds camaraderiethat usually translates into lasting friendships. Sharing amusing anecdotes about customer interactions during lunch breaks and comparing notes on how to deal with certain cases builds a culture unique to a call center. This is as opposed to any other office environment where every person specializes in his or her area of expertise, with a faint idea of what the others do.

Call Center Culture Builds Camaraderie

Shared Jargon

Call centers have industry-specific terminologies that are widely acceptable and used extensively in everyday interactions. Usage of ubiquitous call center terms like AHOD creates a language of their own, solidifying the feeling of a bubble surrounding the call center. This call center jargon becomes so innate to agents, after using it in a range of circumstances with different customers, that it spills over into their everyday lives. Even when meeting outside, discussions of handling times, newest campaigns, and FCR rates create a coterie of agents quite distinctive from other office colleagues.

Hard Work and Positive Atmosphere

With an upbeat atmosphere, call center agents work hard for rewards, benefits and bonuses. Depending on the direction of call center traffic, their motivation may be different. A call center operator providing outbound call center services may be primarily driven by competition for greater sales while an agent handling the brand’s inbound call center solution would be focused on solving problems.

Diverse Interactions

Not only is the call center workforce typically very diverse—with people of all genders, ages, educational and financial backgrounds and religions—each customer service representative deals with a range of customers over his or her career. This cultural diversity becomes so familiar and each call center operator has such widened horizons that the outside world seems slightly alien, with a relatively homogenous populace and informal interactions.

Cultural Diversity epitomizes call center communications

Using Second Language

Talking in a professional manner throughout the shift creates the call center bubble. The call center is even more of an isolated planet in areas where customer interactions take place in a second language that is not that predominantly spoken outside the walls of the center. Once agents walk out of the center, readjustment into the outside life takes a minute but then due to their training, they are more equipped to deal with the daily pressures they encounter in life.

Interpersonal Interactions

The comprehensive interpersonal communication training given to a customer service representative changes his or her daily interactions with everyone for the better, engendering empathy and a helpful attitude.

The IdeasUnlimited Experience

At IdeasUnlimited, wehave both physical call centers in the Philippines—where agents come in to the center to work—and remote teams handling call center support for other projects. It does not take long for the planet call center effect to come into play in both situations, where agents work hard and support each other, the jargon becomes generic usage, diversity becomes acceptable, and a positive culture is promulgated.

We are proud of promoting a positive, hardworking culture where excellent performance is rewarded, communication skills honed, and the planet call center values upheld, broadening the personal and professional horizons of our agents.