In today’s day and age, work flexibility is a crucial aspect of every organization. The recent pandemic has accelerated the trend towards remote working, and companies have to adjust to a new norm. Employees that have been working remotely are enjoying the benefits of a better work-life balance, increased productivity, and decreased stress levels.
Embracing work flexibility is not just beneficial to employees; it is also advantageous to an organization’s bottom line. By providing their employees with the option of working remotely, companies significantly reduce the costs associated with commercial property, transportation allowances, and other expenses incurred through in-house working.
TTEC, a global company that helps organizations deliver exceptional customer experiences through its CX (customer experience) digital suite, is a perfect example of how embracing work flexibility can be hugely beneficial to both the organization and its employees.
TTEC has over 50,000 employees worldwide, and over 90% of its customer care associates work from home. TTEC’s work-from-home program was initiated ten years ago, but the company’s flexibility has never been felt more needed than during the recent pandemic.
Since the pandemic hit, TTEC was able to quickly pivot and transition all of their contact center associates to work remotely – all without any disruption to customer service. TTEC credits its technology (virtual chatbots and digital assistants keeping customers informed) the cloud-based contact center technology, and employee training as the driving force behind this successful transition.
Embracing work flexibility has helped TTEC cater to a diverse pool of talent, which has helped them to create a more inclusive working environment and improved employee engagement levels. TTEC has training programs, communication tools, and engagement platforms that help its employees feel connected and supported at all times. TTEC has also seen a decrease in employee absenteeism and an increase in employee satisfaction levels, which has helped the company to achieve exceptional results.
In conclusion, TTEC’s work-from-home success story is an excellent example of how embracing work flexibility can have a positive impact on every organization. By providing employees with the option of working remotely, companies can benefit from reduced overheads and increased productivity. With advances in technology, cloud-based contact centers, and virtual chatbots available today, companies can thrive and provide exceptional customer experiences – all while encouraging a work-life balance that is essential to our mental and physical wellbeing.