2020 was a year of adjustment, resetting, and tempering expectations for the people working at the call center as we face head-on the COVID-19 pandemic, this crisis of unprecedented nature and effect. We needed to learn new ways of doing things and how to navigate ourselves to this new reality that we face today.
The major shift that we did as a response to the pandemic is to move people to work from home so that our employees can continue to sustain their jobs and income at the comfort & safety of their own homes. Now, 63% of our Customer Service Representatives are already working from home.
The pandemic has become a communication exercise for everyone since majority of our employees are already working remotely. Without the people physically present at the call center, Supervisors and Managers should focus more in making sure that there is constant communication with their team members. One way to combat the communication barrier is to have daily check-in with our teams. We provide reinforcement by making sure they have the needed tools to communicate with their team members for huddles, meetings, and coaching.
Despite of all the challenges we faced last year, in general 2020 was not a bad year after all. We are successful in our efforts to effectively manage our employees who are working from home as we achieve victory in winning the Customer Experience Cup and Quality Assurance Cup for Quarter 4 of 2020, an amusing declaration that PanAsiatic Solutions is here to make each customer’s journey as seamless and painless as possible every time we answer the phone.
Our strength and fortitude allowed us to overcome any adversity of the previous year. We were able to promote fifty (50) Customer Service Representatives to leadership and support roles. We hired more than 1,500 CSRs, giving jobs and income to people of Bacolod City and the province of Negros Occidental especially to those who were suddenly out of job as a result of unparalleled industry fallout hitting the job markets and the subsequent layoff of thousands of people. PanAsiatic Solutions is here to help them rebound quickly so they can land back on their feet in record time.
We continue to educate our employees on how to reduce their risks, think about the compromises they are willing to make, and how they can improve their health to limit the danger to themselves and to those around them because but it is only through preparation that we can deal with a fundamental change on how we live and relate to others. By making plans, we can find some sense of peace that we’re ready for the possibilities that await us in this new future and in this new reality, knowing that “back to normal” or “business as usual” may be a thing of the past, at least for a while, and we’ll have to find some kind of joy and happiness in the way things have to be going forward.