The COVID 19 pandemic has shown many companies a shortcoming in their business. According to a survey conducted by Swiss Post Solution and Nelson Hall, 98% of respondents are aware that they need greater operational flexibility and resilience in times of crisis. Making the transition to working from home was a major challenge and in particular ensuring that legal requirements were being met at the same time. This transformation was made even more difficult by the increasing number of customer contacts and highlighted the shortcomings of crisis management. Overall, only 16% of the companies surveyed believe that their business processes are prepared for future crises.
Deficiencies in Business Continuity Plans
The current crisis shows very clearly how important it is to take measures that ensure business continuity and enable the company to remain efficient under all market conditions. 96% of the companies surveyed have identified shortcomings in their Business Continuity Plan (BCP). Only 10% of managers believe that service level agreements (SLAs) were consistently met during the crisis, while customer service, onboarding and sales support were the most problematic.
The moment of truth: the resilience of customer care
Companies are examining how their outsourcing partners have overcome the crisis. Company managers paid particular attention to the speed and flexibility of outsourcing partners and their operational resilience to future crises.
Companies should examine the criteria for selecting outsourcing partners, cooperation and management models. Is the partner flexible and fast enough to respond to the future challenges that await us?
GoCloud.group: Synonym for flexibility and scalability
During the pandemic, we noticed that business with traditional campaigns such as those in the publishing industry was declining, while there was an increasing demand for our e-commerce campaigns. Thanks to our flexibility and online training, we retrained virtual employees and made them available as quickly as possible for campaigns whose volume increased during times of crisis. So, not only did we increase the number of employees for e-commerce campaigns, but we also reduced the cost of a partner who experienced a decline in business and revenue during the pandemic.
Another way to respond to the increased need for trained personnel is to recruit new virtual employees quickly and efficiently. Through an automated application process and short decision-making processes, we were able to increase the number of virtual employees in e-commerce campaigns by 60% as quickly as possible during the pandemic.
For us the transformation is over
For more than 5 years our company has been working with the work@home business model. We have already solved all the challenges and problems that companies are only now facing. We have precisely defined the technical and organizational predispositions and have been successfully implementing them for years with our partners from the European Union. Our contractual relationships with virtual employees are at the highest data protection level and our technical solution is GDPR-compatible. Our partners thus receive a finished solution without additional costs or wasted time.
You can find more information about us here.
Read the full NelsonHall study to learn more.