CGS Romania: Work from home led to increase of sales and call performance for the 4.000 employees

BPO solutions provider Computer Generated Solutions (CGS) Romania stated that, even though most employees still work from home, their performance has not been affected at all. The company currently has approx. 85 per cent of the almost 4,000 employees in the work system at home, and this transition took place in less than two weeks, at the beginning of the pandemic crisis.

“Even if the transition to a remote work system was made in a very short time, in the context of the Covid-19 pandemic, our employees adapted very quickly to the new conditions. The concept was not foreign to the company, given that before I had a significant percentage of colleagues who worked from home for 1-2 days a week. We were pleasantly impressed that, in the new conditions, employees are more prompt and punctual, being eliminated the factor of travel, long distance commuting, or the effects of medical leave which is a big problem throughout the country,” says Vladimir Sterescu, Country Manager CGS Romania.

According to the statements, even before the crisis caused by the Covid-19 pandemic, about 10 per cent of CGS Romania employees worked from home, at least for a few days a week, this share being well above the local market average. According to na Eurostat study cited by the company, in 2018, on the Romanian market, only 0.4 per cent of people active in the workplace worked remotely, while at European level, the percentage was 5.2 per cent. Also, according to the Eurostat study, the “champion” countries in implementing a remote work system were the Netherlands (14 per cent), Finland (13.3 per cent), Luxembourg (11 per cent), Austria (10 per cent) and Denmark (7 , 8 per cent).

“Following an internal survey, it turned out that most of those who work from home have a high degree of satisfaction, mainly mentioning positive aspects, such as the elimination of office transport, traffic, peace, comfort and home safety. All this translates into a higher degree of concentration and involvement,” Vladimir Sterescu adds.

“A common indicator of all our customers is Customer Experience. Without going into the details of calculating this indicator, we have noticed in the last two months that it has had, in all our customers, a constantly positive evolution. We wondered why it is a trend common to all customers and all the industries we serve? I think a common reason was that all the end customers we serve have really appreciated the fact that the company that provides support for the product or service that they consume, continues to do so and considers them important in all this. difficult period. Also, our colleagues who do this support service were probably more relaxed, much more attentive to details and much more helpful than in the office environment,”Vladimir Sterescu also states.

One of the main indicators, the quality of the interaction and the satisfaction of the clients’ needs, increased by 20 per cent during this period, following the evaluations received from the clients. They are satisfied that they can interact with CGS employees and that, despite this situation, there is someone who can help them, especially in the telecommunications sector, where it is vital, especially now, a good Internet connection, coverage and especially support.

In addition, another important indicator is the quality of calls monitored internally by CGS specialists, which recorded a slight increase of 5 per cent during this period, meaning that the company’s employees treat customer interactions with all due seriousness.

“This increase in call duration is mainly due to the fact that all those who need support want to be sure that they solve all their problems in one call. Also, callers often ask us what is the situation regarding COVID-19 in our country or in the city where we take the call, thus leading to a longer call, but also more personalized, which is another positive aspect,” Sterescu points out.