At the core of most leading business organizations lies a strategy that British entrepreneur Richard Branson summarizes to perfection in three words: Employees come first. If you care about them, they will care about your customers. This causal relationship holds even truer when we talk about employees who are on the front lines of customer-company engagement, those whose job is precisely to connect with customers at critical moments.
The challenge in human resources management is twofold: attracting the best talent wherever it may be, and making them fall in love with your company so that they bring their best to work every day. At Konecta, we know that our employees are the backbone of our success. That is why we have been committed, from the very first day, to policies focused on attracting, developing, and retaining talent, to be able to offer a motivating work environment, where diverse professional profiles can be integrated into efficient teams. Moreover, we support equal opportunities and advocate for an inclusive labor market, in which all professionals can develop their abilities to reach their potential and improve their quality of life.
Based on these principles, our Konecta Cloud initiative opens up new possibilities in line with our values on commitment to our employees. This is a model that allows Contact Center agents to seamlessly fulfill their vital role in customer engagement from the comfort of their own homes, something that offers a series of unique benefits:
- The removal of geographical restrictions: The location of agents becomes irrelevant, as long as they are the best in the sector.
- The possibility of improving work-life balance by allowing agents who prefer or need to work shorter hours, or who, for various reasons, must stay at home during working hours, to dispense with travelling to their workplace.
- The provision of work-at-home incentives to motivate our agents: we are creating a mixed Contact Center ecosystem, where agents can work interchangeably within the traditional platform or from their homes, thanks to incentives that promote an engaging work environment.
We have seen how this can translate into positive results as regards the relationship we have with our employees: we are able to reduce the percentage of absenteeism, increase levels of schedule adherence, decrease staff turnover, and boost satisfaction not only among employees, but also among the customers they interact with. We can also achieve a greater capacity to cover working shifts in a more flexible way, thus enabling us to seamlessly adjust our resource planning to the activity curve of each service. And all this while maintaining the same security, quality, and efficiency standards that position us as leaders in the sector.
But that’s not all. Our new Konecta Cloud initiative brings us even closer to another of our commitments: sustainability. In order to cut the company’s greenhouse gas emissions and reduce our carbon footprint, we introduced an Environmental Management System that complies with the standard UNE-EN ISO 14001. The benefits provided by the Konecta Cloud model will no doubt become a fundamental part of this vision of respect for the environment that distinguishes us as an organization.
In short, our new commitment to a cloud-based Contact Center provides a high-value addition to our traditional model for attracting and retaining the best possible talent.