Passionate about creating smarter people experiences every day

One of the ways that Transcom applies system thinking is by maintaining our COPC certification. We strictly follow the COPC guidelines to ensure that all of our contact center teams, including those that work permanently from home, are following an agreed set of principles to ensure high quality customer interactions.

The new normal is rather different to the Philippines delivery model of the past, but I believe it has been improved. Depending on the account, we have around 50-80% of our agents back in the contact center so teams are now blended and all include a certain percentage of work at home team members now.

The COVID pandemic has proven to many companies what a select few already knew: most employees are just as, if not more, productive while working from home. However, not every aspect of WFH works for all businesses. Here’s what your business should take into account when evaluating a WFH model.