Customer Experience Management

Work-at-Home Solutions

Flexible solutions that scale with the pace of business

Work-at-Home is in our DNA

  • 25+ years of delivering work-at-home solutions
  • 25K+ work-at-home CXM associates
  • 45K+ work-at-home associates overall

Delivering business continuity in tough times

The COVID-19 pandemic has caught companies off guard. Organizations of every kind face significant challenges in keeping their contact centers and customer service channels operational.

In this environment, demand for WAH has increased exponentially — while nothing has changed about customers’ expectations to receive exceptional, human centric, omnichannel experiences, with zero business disruption.

Conduent’s scale, global reach, and digital capabilities deliver peace of mind and steadfast business continuity. During COVID-19, we have seamlessly moved tens of thousands of associates across 20 countries to a WAH model.

Conduent’s CX associates continue to deliver outstanding service with empathy, precision, and passion from their homes — with CSAT scores steadily climbing in spite of the odds.

  • Global presence
  • Full-time, part-time or flex time
  • Omnichannel communications delivery
  • Proven performance in times of crisis

Providing operational flexibility

Our associates are located across geographies, including North America, EMEA, Asia Pacific, and LATAM. Due to a balanced geographic distribution, we are able to quickly and effectively transition associates to a Work-at-Home model in any region.

For example, we can provide Spanish language support from either Guatemala or Philippines, and both locations have Work-at-Home capabilities.

For over 25 years, Conduent has hired, onboarded, and trained thousands of Work-at-Home associates online at a global scale — proving we can ramp up quickly anywhere, based on client demands.

 

Managing operational risk

Clients decide the extent to which they want Work-at-Home solutions in their delivery models — most preferring a blend of “brick and mortar” and remote solutions.

Depending on the client, 70%-80% of CXM associates are now working from home. That trend is likely to continue.

Good for business and good for employees too

A Work-at-Home delivery model improves employee morale, work-life balance, and in most cases, leads to higher employee retention.

Our model brings tangible benefits that positively impact client outcomes:

  • Operational flexibility
  • Lower attrition
  • Reduced absenteeism
  • Enhanced productivity
  • Increased employee satisfaction

Online training and collaboration drive operational excellence

Conduent ensures that every associate has the resources they need to do their jobs — including proper training and on-the-job coaching specific to the accounts and industries they serve.

With decades of Virtual Instructor-Led Training (VILT) experience, Conduent provides extensive online training for both new and existing agents. The online training is supplemented with on-the-job coaching by seasoned experts who understand the WAH model and can help

Keeping your information secure is our #1 priority

Our clients count on us with their mission-critical information every day, and we are 100% committed to its protection.

Secure technology platforms, regular training on privacy and information security, and continuous communication with associates ensures proper management oversight of security guidelines in a WAH delivery model.

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