Work-From-Home

Customer Care Scorecard

How prepared is your CX strategy for a post-COVID-19 world?

Ten Questions and Five Minutes to Find Out How Your Work-From-Home CX Program Stacks Up

Begin Assessment
All answers will remain anonymous and will not be
shared with third party agencies.
QUESTION 1

What has been the biggest challenge you have faced during the pandemic? 

Answer A: Overall increase in contact volume
Answer B: Higher percentage of escalations once customers engage with a live agent
Answer C: Increase in chat-based or asynchronous contact volume 
Answer D: Unpredictable contact volumes
QUESTION 2

Traditionally, contact centers stagger eight-hour shifts in an effort to achieve service level outcomes during peak periods. How closely is your workforce planning strategy able to match capacity to contact volumes?

 

Answer A: We plan well, but there will always be underutilization of headcount and abandoned calls.

Answer B: We are using predictive analytics but still see inefficiencies in resource utilization from time to time. 
Answer C: We are using new models for workforce planning that improve service levels and reduce costs.
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QUESTION 3

Consumers are contacting Customer Care 400% more during the pandemic. Work-from-home programs can transform capacity planning. What is the maximum your Brand is able to flex intraday agent capacity to meet unexpected spikes in contact volume?

 
Answer A : 0-20%
Answer B: 21-30%
Answer C: 30%+
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QUESTION 4

Every industry anticipates seasonal increases in contact volume that follow increased sales activity. Work-from-home programs can create more flexibility when planning for high-traffic periods. What is your primary method of planning for seasonal flex?

 
Answer A: Hire additional personnel in-house
Answer B: Contract with an outsourcer to increase short-term headcount
Answer C: Utilize experienced, gig-economy resources looking for short-term engagements
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QUESTION 5

Traditional staffing models in contact centers anticipate some level of abandons as part of cost control.  What was your average abandon rate in 2020?

 
Answer A : 10%+
Answer B: 6-10%
Answer C: <5%
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QUESTION 6
Brands are transitioning to product plus service models to create more revenue, turning every interaction into a sales-influencing engagement.  What percentage of your agents are prepared to handle more sales-based inquiries?
Answer A: 0-50%
Answer B: 50-75%
Answer C: 75%+
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QUESTION 7

COVID-19 required most businesses to build work-from-home CX strategies overnight.  While technical workarounds were found, learning and development in a virtual environment requires a completely new strategy. How have you changed your curriculum for virtual learners?

Answer A: We are delivering the same curriculum via video conferencing
Answer B: We modified our curriculum to fit video conferencing
Answer C: We have modified our curriculum to incorporate self-driven and instructor-led virtual learning
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QUESTION 8

Virtual instruction requires a special skill set to drive participation, engagement, and knowledge retention.  How knowledgeable is your training team on virtual-first learning?

Answer A: Our training team has no formal experience with virtual learning
Answer B: Our training team is developing new skills in virtual learning
Answer C: Our training team has had formal coaching on virtual learning strategies
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QUESTION 9

Work-From-Home programs require a new perspective on data security.  How confident are you that your WFH technology design protects the customer and the Brand?

Answer A: I have concerns.  Our WFH design was created quickly without a overarching security strategy.
Answer B: We did the best we could.  Our security team worked with what they had to create the best possible protection.
Answer C: We are solid.  Security was the foundation of our WFH technology design.
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QUESTION 10

Contact center organizations have invested millions to build impromptu work-from-home programs. How has moving agents to remote environments affected your budget in the last 12 months?

Answer A: We have surpassed our budget but still are relying on makeshift solutions
Answer B: We have seen budget overruns but are positioned well for the future
Answer C: Our budget has remained stable
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What You'll See In Your Report Card

An overall score on your WFH customer care strategy
Individual assessments of all elements of your plan
Clear suggestions on how to improve results