How did Wisecom succeed in switching its advisors to remote work in less than a week?

40%

of the employees use INO CX

15

days to return to the QS before

Company

Wisecom is a group of new generation contact centers with more than 210 working positions in the heart of Paris.

Context

When the government announced lockdown measures to face COVID-19 on March 15th 2019, Wisecom did not hesitate to switch its advisors to remote work to maintain part of its activity. Already tested and approved during the major strikes that happened on December 2019, INO CX is one of the platforms that has been selected to help the company.

Field of activity

Outsourced contact centers

Channels

SMS, outbound campaigns, phone, email

Keywords

Remote working

It was important to have reliable solutions that could be quickly implemented to switch to remote work the day after the lockdown announcement. We could take up the challenge thanks to our strong partners such as INO. The most difficult thing was to equip each advisor with a laptop, a headset and a compliant and secure technological environment, in record time. After 15 days, we observed a QS equivalent to the one we had on site.

Paola Fabiani, President and CEO at Wisecom

When the government announced lockdown measures to face COVID-19 on March 15th 2019, Wisecom did not hesitate to switch its advisors to remote work to maintain part of its activity. Already tested and approved during the major strikes that happened on December 2019, INO CX is one of the platforms that has been selected to help the company.

Wisecom is commited to meet its customers’ needs while protecting its employees and is very proud to have successfully completed the transition on time and under stressful conditions. The tools’ choice and the monitoring methodology were important to guarantee success. Remote management is a business expertise that should not be underestimated when working on different types of activities and different campaigns at the same time. The results are conclusive!

Wisecom has been using omnichannel customer interaction management cloud platform INO CX for 4 years to deal with its customers in different industries. Wisecom is a a group of new generation contact centers, based in Paris, specializing in customer service, BtoB prospecting and BtoC lead transformation. 40% of its workforce uses INO CX in this context to answer incoming calls or run campaigns.

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