Work from Home

Multilingual, highly motivated, well trained, flexible and more productive agents make the Work from Home model a fantastic solution for enterprises and employees. Customer care, tech support, retention and sales are specialism’s that we can offer in this model. The Work from Home team outperforms traditional call center teams everyday in all areas. And it not only generates more revenue it also reduces costs significantly.

Hiring & recruiting

The majority of our Work from Home agents have some form of college education and many having enjoyed positions working in a professional career. The professionals decided that they want to make a career from home with VANAD Work from Home. They bring a greater degree of professionalism, knowledge and experience to each customer interaction. They’re also more highly motivated because they want to keep their job from home, whatever it takes! They are delivering a significant increase in production over call center agents. We hire only the most qualified people from the thousands of people that want to work from home, our hiring rate for Work from Home is below 5%. We selectively choose those individuals with the language, education, experience, abilities, specialized knowledge and backgrounds that will best benefit our clients’ programs. From there, we maintain an ongoing curriculum of customized training and education opportunities to ensure they’re able to perform according to the high standards of our clients.

Training

Through our comprehensive training processes the employees that work from home gain a thorough understanding of your products or services to become a direct extension of your company. This helps to protect your brand and allows our home agents to perform at the highest levels.

Our training experts develop customized remote training curriculum that employ your own internal materials combined with our proven methods and the best in innovative learning techniques. We deliver the training straight to the agent’s home via the Internet, giving the agents the ability to access the training anytime. This allows them to complete the courses in fewer hours and reduces traditional training times significantly. Our training processes and systems also provide consistent training to every home-based agent ensuring that the proper skills and techniques are achieved.

We have a dedicated and highly skilled training staff, developers and e-learning experts who create learning modules that are based on your timeframes and needs. As soon as they are operational we deliver a state of the art knowledgebase system that gives the at home agents up to date information. If you wish we can also take additional steps to make sure our home agents feel more connected to your company by incorporating your company images, terminology, videos and other materials that maintain a sense of culture and corporate identity. Last but not least we use our community to interact with our at home agents during the time they are logged in. The agents also use this community to interact with each other. Our comprehensive training methods help ensure that our home agents connect with your customers and provide them with the necessary level of service and professionalism.

Performance

Lower costs doesn’t necessarily equate to greater value. We make the best use of every euro you spend that gives you the opportunity to generate greater returns from your investment. Whether that’s sales conversions, successful resolution of customer problems and inquiries, lowering your costs or improving your ability to enhance the customer experience.

Despite lower costs with near-shore and offshore agents, the return on investment for home based agents is significantly higher than all of the brick and mortar based alternatives. This is possible due to the quality and productivity increases obtained with home agents. We also allow you to eliminate the facility costs associated with brick and mortar call centers. In addition, you can redeploy the financial and human resources typically required to stay current with the technology and tools necessary to provide the service levels your customers demand. All while improving your ability to remain more flexible and more responsive to your customers.

Flexibility

With hundreds of multilingual agents located across Europe (and APAC) we are literally able to ramp up resources at short notice. Our highly flexible staffing solution is ideal for unexpected peaks in call volume, for increased seasonal or situational demands or to supplement internal resources.

Home based agents offer companies greater scheduling flexibility than traditional brick and mortar agents, allowing for rapid response to peaks and valleys that inevitably occur in the contact center world. Should needs spike due to seasonal call volume, a marketing campaign, or even an outage or natural disaster, home agents can be quickly brought online.

Security

For any company, protecting customer data is one of their highest priorities. That’s why VANAD takes security very seriously. From the agents we hire and the equipment they use, to our network infrastructure, our security measures provide clients with peace of mind that their valuable customer data is safe. Beginning at the agent level, we conduct background checks on 100% of our home agents. We then manage access to our production systems by ensuring agents can only log on when they are scheduled to work. We also help our agents manage their system passwords through a single sign-on process that eliminates the need for agents to have multiple passwords. If it is necessary we can immediately log out an at home agent during a work session when we see them perform non-approved operations. We also work with secure Citrix gateways so that customer data never resides on an agent’s computer.

365 Days a year, 7 days a week and 24 hours a day our Network Operations Center (NOC) staff is monitoring the health of the network and immediately escalates any incidents, anomalies or perceived security threats. We also record 100% of all calls, time stamp every transaction and monitor all agent activity in real-time, to track suspicious activity. Every program brings a specific set of security needs. That’s why we work closely with our partners to customize unique security procedures. Data security is an ever evolving process so we work continuously to implement new security measures, procedures and technology to proactively identify and adapt to new threats, in order to maintain the highest levels of security for our clients.

Technology

Having the best multilingual home agents is only part of the equation. When every contact counts, superior technology can have a major impact on the success of your home agent program. That’s why we developed the VANAD Platform, our own advanced technology to deliver unparalleled results. Our superior call routing technology optimizes the efficiency of call distribution. Desktop technology integrates with back-end systems to securely provide agents with the information they need to effectively address customer needs.