[email protected]TM Virtual CX

Secure, scalable, and synced with the cloud

Flexible and remote

Continuously expanding and enhancing our way of work

In 2016, we implemented its first work-at-home programs with great success. Our employees enjoyed a remote environment, our clients were pleased with the team’s high-performing metrics, and our clients’ customers received the same high-quality care as traditional in-center staff provides. Best of all, with agents located in different areas, unexpected events caused little to no service interruption.

Remote work is now considered standard operating procedure for thousands of global enterprises. Over the past five years, our work-at-home team has continuously expanded and enhanced our remote operations capabilities, and we currently provide world-leading brands with 24/7/365 cloud-enabled virtual support.

90 percent of staff moved into work at home model

Satisfaction soars with at-home solutions

We have successfully shifted over 90% of our global workforce to remote operations, and our ESAT and CSAT scores are both at an all-time high.

Ramesh Gopalan

“The successful transition to work-at-home has given us the highest employee satisfaction scores and customer satisfaction scores ever.”

— Ramesh Gopalan, Group Chief Executive Officer, Sagility

Enjoy the advantages of a custom work-at-home platform

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Global talent

Access a global talent pool through 100% virtual recruitment

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Flexible scalability

Ramp by +100% for seasonal demands and volume surges

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Higher retention, EX, and CX

Engage staff virtually, boosting experiences, and lowering attrition

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Expanded labor pool

Simplify language and skills recruitment with access to a wider pool

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Business continuity

Strengthen crisis management/disaster recovery plans with virtual backup

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Agile staffing

Leverage better flexibility to manage interval compliance

Security, support, speed

Ensuring your brand is work-at-home ready

With the right mix of people, training, automation, and analytics, our at-home program is equipped to efficiently deliver results-focused outcomes. Watch our video for a brief program overview.

Cloud Accelerator

A rapid path to remote ops

We quickly migrate clients to cloud-based virtual operations through the Sagility Cloud Accelerator, a cloud adoption acceleration framework that combines proprietary tools, best practices, security and governance, and automation.

Learn more >

Ask us about [email protected]TM

Is [email protected]TMsecure and compliant?

Yes, our program is PCI compliant and certified. In our VDI environment, no data is stored locally, and all data is encrypted. We require two-factor authentication, and the network is inaccessible outside of operating hours. Each computer’s Wi-Fi is disabled, eliminating the possibility of roamers. Management assesses work areas regularly via a 360-degree webcam view to ensure compliance with our clean-desk policy.

Are hiring and training performed remotely?

Yes, all aspects of the employee lifecycle—recruiting, hiring, training, coaching, and support—are conducted 100% virtually. At our award-winning [email protected]TM Leadership University, we offer a virtual self-paced curriculum, trainer development, and Y-jacking.

Besides video chat and instant messaging systems, what other technology assists remote employees?

We integrate Robotics Desktop Automation, analytics, AI for predicted response, and Unified Agent Desktop into each virtual workstation to offer streamlined support in real time.

How do you maintain employee engagement and mental wellness in a virtual environment?

Today’s digital technology allows teammates across different geographies to participate in lunch-and-learn trainings, remote-but-together team events, and virtual happy hours. We monitor each person’s emotional bank account via frequent surveys and whole-person scheduled touchpoints, and we offer a virtual mentoring program as well.

I’m interested in a [email protected]TM career. What are my next steps?

Fantastic! We’d love for you to join our growing team.

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Let’s chat about remote readiness

Whether your organization requires seasonal scalability, an expanded labor pool, or a business continuity solution, we’re prepared to optimize your virtual CX workforce. Connect with a [email protected]TM expert today.

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