CSS's WFH Digital Model
Thursday, 23 April 2020
CSS is tremendously grateful to our Clients, Support Staff and Contact Centre Agents who are serving businesses tirelessly across South Africa and Internationally, since the official lockdown started, in support against the spread of the SACovid-19 outbreak.
Before lockdown started, our IT team were phenomenal in ensuring all contact centre agents were set up with their mobile devices, headsets and data cards. The buzz in the office was electric as we all prepared for the weeks ahead and over 250 contact centre agents and support staff, were set up remotely in order to work off our Three60™ web-based system.
Our WFH digital model has proven to be an extremely successful deployment and is vital to ensure we stay connected. Connected to the customers, our clients and our employees. Listening to our people is critical right now, more than ever, to ensure our services will continue to be usable and accessible without delays, nor interruptions, with a result driven application. We have included a link below to a video of our team’s journey over the last three weeks which we trust you will relate to and connect with.
We are truly proud of our team’s performance and together with our support team’s efforts and application over this time we have already sent over 800 000 emails and more than 1,5 million sms’ together with more than 80 000 calls having been made by the WFH agents. Coupled with the use of our digital platforms such as the CSS ChatBot, SnapScan Solutions and Online Customer Payment Portal, we are ensuring your customers are cared for and given all the assistance they need to engage with us.
Through the support, collaboration are strong partnerships with our clients during these uncertain times that will ensure that we will all come out #strongertogether.
We shall continue to drive innovation and care ensuring we provide our clients with our best service.