This project was the company’s first foray into the remote working set-up and therefore:
Solution 1: From the onset of the partnership, HOPLA and the Client maintained very close collaboration especially in identifying key leadership roles that will guide the team towards a successful engagement. Highly qualified Team Leaders, Quality Leads, and Training Leads were identified to support in fine-tuning the client’s training materials to be effective in a fully-remote learning environment. HOPLA Operations Team helped the leaders in identifying effective LMS, training path, training KPI’s and training strategy to support a successful pilot team training, onboarding and nesting.
Solution 2: The Client, invested into making the remote set-up work for their Support team, has worked with their in-house IT department to launch a remote desktop protocol system that will be used by work-from-home agents. This RDP allows them to control and maintain the integrity of the data the agents handle through their own systems. This is supplemented by an army of remote working tools that are part of the HOPLA suite of services making remote working seamless, secured, and transparent.
Solution 3: Because it is the client’s first foray in remote working, we have ensured that we are able to build a strong foundation to allow a seamless growth process. We have set a pilot team of approximately 30 FTE, starting off with identifying key leadership positions then finding agents that have the capability to support a quick development of any new agents through a buddy-up system we have implemented.
The investment of both the client as well as HOPLA in creating a good foundation in terms of training materials and processes, tools, and key leaders in the team allowed the client to build a high performing operation of more or less 100 FTE in less than a 5-month period.
This project not only allowed the client to realize how effective the remote set-up can be with the right level of support and collaboration but also saved them an additional 30-50% in outsourced cost vs. what they were paying their current BPO & work from home vendors.