“What is your perspective on returning to the Company’s facilities?”
This period in which a good part or all of the teams were working from home proved that it is a model that works for most situations.
But it causes important challenges in the integration of new employees, in some type of training action, in coaching teams or in the ability of supervisors to act, for example. It was a paradise for introverts and a terror for extroverts. And it works better in more structured companies than in companies with less defined processes.
Therefore, returning to the facilities requires leaders to have a special ability to understand the reality of their organization, the characteristics of each member of their team and make the best decisions accordingly. The most important thing here is clarity in communication, knowing how to listen and keeping an open mind to transversal and/or individual solutions that would have been unthinkable two years ago.
“How has public opinion about our Industry evolved, in this period when it has been more in demand than ever?”
The news that appeared about the sector is related to pressure from unions in operations of outsourced companies, with greater exposure and some size. Something that has already happened before and will continue. I believe that these actions do not have a significant impact on public opinion.
What affected our image was the drop in response capacity that affected several companies and in particular the State. The limitations imposed on society particularly affected face-to-face service but also contact centers. This lack of response capacity is not widespread but in many cases it was only partially resolved and still persists in many services, for various reasons, after this year and a half. It is essential that we recover this capacity where it is not yet assured.
Despite this, I believe that our image generally has not been harmed – it may have fallen in the perception of responsiveness, but the traditional vision of the sector, associated with poor quality of service + aggressive sales + precariousness, has clearly been losing ground.
It is up to us to continue to promote the good practices that are carried out here.
Translated from the Portuguese from Google Translate
In APCC Benchmark 2021
This period in which a good part or all of the teams were working from home proved that it is a model that works for most situations.
But it causes important challenges in the integration of new employees, in some type of training action, in coaching teams or in the ability of supervisors to act, for example. It was a paradise for introverts and a terror for extroverts. And it works better in more structured companies than in companies with less defined processes.
Therefore, returning to the facilities requires leaders to have a special ability to understand the reality of their organization, the characteristics of each member of their team and make the best decisions accordingly. The most important thing here is clarity in communication, knowing how to listen and keeping an open mind to transversal and/or individual solutions that would have been unthinkable two years ago.
“How has public opinion about our Industry evolved, in this period when it has been more in demand than ever?”
The news that appeared about the sector is related to pressure from unions in operations of outsourced companies, with greater exposure and some size. Something that has already happened before and will continue. I believe that these actions do not have a significant impact on public opinion.
What affected our image was the drop in response capacity that affected several companies and in particular the State. The limitations imposed on society particularly affected face-to-face service but also contact centers. This lack of response capacity is not widespread but in many cases it was only partially resolved and still persists in many services, for various reasons, after this year and a half. It is essential that we recover this capacity where it is not yet assured.
Despite this, I believe that our image generally has not been harmed – it may have fallen in the perception of responsiveness, but the traditional vision of the sector, associated with poor quality of service + aggressive sales + precariousness, has clearly been losing ground.
It is up to us to continue to promote the good practices that are carried out here.
Translated from the Portuguese from Google Translate
In APCC Benchmark 2021
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