The Customer Service Survey

Being Virtual

by Peter Leppik on Fri, 2013-04-19 17:11

Last night I got around a foot of snow at my home. Unusual for this late is the season, but not impossible for Minnesota. School started two hours late (what, you think we'd cancel school over a mere 12" of snow?), so I worked from home for part of the morning.

And that's about all that happened.

At Vocalabs, we don't have a physical call center for our phone interviews. Instead, we contract with interviewers all around the country. This lets us work with some of the best interviewers around and be extremely flexible when our clients' needs change.

Just as important, though, it means that days like today are pretty much non-events. Our clients count on us to be collecting customer feedback every day, so they can use it for training, setting goals, and managing their customer experience.

A day like today would have been a mess for any company relying on a bricks-and-mortal call center. People would show up late (or not at all), schedules would be out of whack, client projects would be set behind, and we'd likely be pulling out a big 3-ring binder labeled "Snow Day Contingency Plan."

Instead....ho-hum. As long as the data center is physically intact with power and connectivity, we can keep doing interviews. Since most of the staff can also work remotely, about the only difference is it takes longer to get the mail (postal that is).

I really have nothing more profound to offer, just an observation of how the world has changed in the last 10-15 years.

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