PowerPoint Presentation

Re-assess processes and fine tune based on needs

With the changes in a work at home environment, processes may need to be modified to accommodate remote work. Discussing foreseeable challenges and changes with your team helps the transition go smoothly.

Quality: • What changes are being made for the at home environment? • Example: quality form changes to factor in things like background noise? CSP support: • Planning is needed to ensure that CSPs get questions answered and stay connected with the team • Update training modified to account distance learning Escalated contacts: • Are there modifications needed for the customer escalation process? Real time management of queues: • Adjustments will be needed for checking on and providing assistance for long call • Recruiting overtime or approving time off will be different

HR processes: • Logistics of participating in unemployment hearings