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The Four Pillars of a Successful Work-from-Home Customer Service Team

Working from home is the new normal for now and in the future. Learn how to transition a customer service workforce to a WFH model without any disruption in service or capability.

In Brief

As a result of the Covid-19 pandemic, many Business Process Outsourcing companies are either partially or fully working from home (WFH) to minimise health risks to employees  and to cope with increased movement restrictions. 

The question is, how does a company ensure that WFH teams can handle the same pressures and challenges as an office workforce? In this article, we reveal the optimal ways for high volume customer care teams to succeed by highlighting the key fundamentals required to have a successful WFH operation.


The best work from home model is one where clients cannot discern a difference in service delivery. It’s crucial to maintain the same level of performance and security while minimising any disruption to service.

Leo Ariyanayakam, 
CEO, Scicom

key findings


Transitioning to a work from home model is a long-term strategy that if executed well, allows for minimal disruption to business operations and equal levels of performance.


Firms that use digital recruitment strategies allow clients to tap into the best talent pool to fill in key vacancies.


Firms that utilise virtual training modules are more likely to succeed in a WFH model. Agents should be able to complete all onboarding from their home offices.


Robust CRM software and best practice SOPs should be deployed to ensure the effective real time monitoring of agents while they are working from home.