2020

TimesJobs :: High Tea Live Chat Session :: Satyanarayanan Visvanathan

COVID-19: Future of jobs in IT sector

TimesJobs: Welcome to the High Tea Chat Session. Mr. Satyanarayanan Visvanathan, Sr.VP-Head HR, and Head of Corporate Quality, CSS Corp will join the chat at 3 PM. Meanwhile, you can send your questions related to Future of jobs in IT sector. Kindly note your questions will be moderated and sent to the celebrity to answer. Questions already answered by the celebrity will not be entertained.

 

Mr. Satyanarayanan : Good afternoon to all of you in the chat room! Hope all of you and your family members are safe and positive. My name is Satyanarayanan, people call me Satya. This is my 31st year in the IT industry, having been with CMC Ltd, Diwan of Royal Court Muscat, Sultanate of Oman earlier. For the last 12 years, I have been with CSS Corp in different roles. I have extensively worked in the areas of Enterprise Application Development in different domains and headed the Global Delivery of different business units such as Engineering Services, Technology Support with CSS. Currently I am the Head of HR (Global) and Head of Corporate Quality. As Head of HR, I am reinforcing people practices and leading the transformational journey to a Digital HR. In my role as the Head of Quality, I provide an independent view of all our client engagements.

 

Pavitra : Hello Sir, afternoon how do see employment market change amid COVID-19 pandemic and after the lockdown?

 

Mr. Satyanarayanan : Hi Pavitra, good afternoon. Obviously, there are going to be a lot of changes. While there could be some threats and job churns in the near future, there are bound to be more opportunities coming up. People need to be agile in terms of mindset to position themselves for emerging scenarios. Keep sharpening your skills!

 

Lien : Hi Sir, greetings. I would like to know what kind of new jobs will emerge in the IT technology as technology has become a key driver to run the basic operations across the globe?

 

Mr. Satyanarayanan : Hi Lien, greetings to you! There is going to be a lot of thrust on “Self-reliance” in several areas such as Manufacturing, Infrastructure, Education, Healthcare. You as an IT professional have a tremendous opportunity to contribute in the mega projects in these domains. Whether it is a conventional skill (Java, Web, Mobile et al) or neo-modern (analytics, social media etc), all these are required to drive such initiatives successfully

 

Ila : Hi sir, goodafternoon, I would like to know how hiring scenario will change in new-age technologies such as AI, ML, etc. Which skills will be most sought after in these technologies?

 

Mr. Satyanarayanan : Hi Ila, good afternoon! Hiring is set to have a new ingredient – that of people working remotely. A lot of jobs could be delivered from home. We are seeing reports of Vision 2025 from TCS and other players. This means that geo restrictions and constraints would ease out both for the companies as as well as professionals. Not everything needs to be in new-age technologies as I mentioned earlier. AI, ML etc could play an important role for example in Healthcare. Take the Covid-19 situation, right from contact tracing to vaccine research, many aspects could be powerfully impacted by suitable deployment of AI, ML

 

Aditya : Hello sir, hope you are doing well. How job prospects for engineers will change in the overseas market as USA economy is struggling to retain its workforce? And how it will impact the Indian job market post COVID-19 lockdown?

 

Mr. Satyanarayanan : Hello Aditya. Am fine, thanks. Hope you are doing great. A number of geo-political aspects will have to settle down before a clear view emerges. It is certainly true that many countries will attempt self-reliance to some extent. At the same time, a readily available local talent pool would still remain an unresolved issue. With respect to India, there are potentially several positive changes that we could look for. The areas of focus that the nation wants, would need a lot of talented youngsters. IT professionals should be skilled and demonstrate flexibility in getting into the newer opportunities.

 

Krishna : Hello sir, afternoon. I’m a software engineer with an work experience of 2 years. Looking to change my job profile is it the right time to change it or should i wait till things get back on tracks? Kindly Suggest

 

Mr. Satyanarayanan : Hi Krishna, good afternoon! I am not sure, if your career opportunities in the current company are exhausted. While it is some trend these days to have a job switch every two years, it is important to note that a longer stint (say 5-7 years) could help in the longer run. If you have some compelling reason (personal or otherwise), you should possibly looking for a change. Otherwise, allow the choppy waters to settle down

 

Rohan : Hi sir, afternoon, In the wake of COVID-19 how talent demand among the companies will change? What key trends one will witness in coming times on talent front.

 

Mr. Satyanarayanan : Hello Rohan good afternoon. The Covid-19 impact on companies in US, Europe or other geos who have been outsourcing IT jobs, will influence the extent of outsourcing in the coming days. There could be a shrinkage. For example take Travel or Tourism, which already have a severe impact currently and to some extent in the near future. On the other hand, product companies (take Video conferencing products) see a boom. Networking products to the last mile would also set to have a surge. Such factors would directly have a demand impact on talent market.

 

Omi: Hi Sir, greetings. How the employment opportunities will change for freshers? How one can find a job amid and post COVID-19 pandemic

 

Mr. Satyanarayanan : Hi Omi, greetings to you. We are already seeing reports that freshers intake would continue in quite a lot of companies. Perhaps, there could be a delayed on-boarding in certain instances. Job search will have to continue as before, but as you do that please ensure that you are doing a continuous up-skilling. Remember, communication skills are equally vital for many jobs!

 

Neil : Afternoon sir, as the tech giants plan to work remotely, I would like to understand how the nature of jobs and what kind of skills will be in demand by them? Also, apart from core skills which other soft skills will take the center stage in getting a job?

 

Mr. Satyanarayanan : Hello Neil good afternoon. Nature of skills per se will not have a change. But if the job involves remote working, you should equip yourselves towards the same starting from your basic infrastructure (power, connectivity). Communication will gain further importance because of the fact that what is achieved during face to face meetings, may take more efforts and time in a virtual mode. Self-discipline would be valued!

 

TimesJobs: Thank you everyone for taking out time to participate in the session. Hope the session was useful for you. We regret that due to time constraint Mr. Visvanathan could not answer all questions. The chat transcript of the session will be made available for your future read, soon on the site.

 

Mr. Satyanarayanan : Greetings to all of you. It was a great pleasure interacting with you and sharing my thoughts. Stay Positive, Radiate Positivity!!
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IT firm expands Philippines operations

MANILA, Philippines – Information technology (IT) services and support company CSS Corp. is expanding its operations in the Philippines by opening a third facility in Bonifacio Global City (BGC) in Taguig. CSS Corp. Philippines country head Arvind Appavu said in an email interview, the third facility which is opening this month would allow the firm to expand its presence and offer opportunities to provide jobs.

 

“We, at CSS Corp, have always recognized the rich talent pool and growing opportunities to expand our business in the Philippines. We will do whatever is necessary to drive our presence in the local market to meet our client requirements,” he said.

Located at the Asia Century Center, the new facility would require hiring 500 employees to serve clients such as internet service providers, original equipment manufacturers, and telecommunication companies in the US, Europe, Middle East, Africa, and Australia.

 

“With the opening of our newest service center in the Philippines, we are expecting to continue the hiring momentum in 2020. In terms of headcount, we would be looking to add another thousand employees in the next 12 months or so,” Appavu said.

 

CSS Corp. has two other service delivery facilities in the Philippines located in BGC. As of last year, the company’s workforce count in the Philippines is at 1,500. After opening the new facility, he said the company wants to expand further in the country by going to the provinces.

A moratorium was imposed by the Office of the President last year on the processing of applications for economic zones where outsourcing firms locate in Metro Manila to encourage growth in the countryside.

As CSS Corp. is expanding its operations, Appavu said the company also has a positive outlook for the business in the country this year.

 

“We are expecting to grow our offices to house over 2,500 employees by the end of 2020, which will drive our business to serve more clients and secure more partnerships throughout the year. This would result in doubling our revenues out of the Philippines,” he said.

 

CSS Corp. uses artificial intelligence, automation, analytics, cloud and other digital solutions to address customer needs. At present, CSS Corp. has more than 6,400 technology professionals and is present in 18 global locations.

 

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CSS Corp wins Outsourcing Provider of the Year 2020 at Stevie Awards

Bengaluru, Karnataka, India: CSS Corp, a new-age IT services and technology support company, today announced that it has won the Gold Stevie Award in the ‘Contact Center & Customer Service Outsourcing Provider of the Year 2020’ category at the 14th Annual Stevie® Awards for Sales & Customer Service. The awards were presented to honorees during a gala banquet on Friday, February 28 at Caesars Palace in Las Vegas, NV.

CSS Corp was awarded for emerging as the premier outsourcing services provider at the awards. Over the last few years, CSS Corp has been investing heavily in enhancing its capabilities as an end-to-end managed CX services provider, leveraging best-of-breed technologies, and has become a strategic partner of choice for global brands with its business transformation-themed services. Leveraging new age technologies like AI, automation, analytics and augmented-reality, CSS Corp has transformed customer support from an effort-led to an intelligence-led ecosystem. Customers of CSS Corp have been realizing tangible outcomes through CSS Corp’s differentiated outcome-based and gain sharing models which have helped them in their transformation journey.

Speaking on the occasion, Manish Tandon, Chief Executive Officer, CSS Corp said, “global outsourcing brands look for partners that can synergistically bring together best-in-class technology, operational and people expertise, and flexible business models, to drive outcomes for them. I believe over the past few years, CSS Corp has positioned itself as a leader in partnering with reputed organizations and driving outcome-focused CX transformation for them. We are extremely proud to win the Gold Stevie award as the world’s leading outsourcing service provider while surpassing some of the industry’s biggest names at the awards. This award is a testament to our continued pursuit of service excellence driven by our values of customer centricity, deep tech innovation and spirit of partnership with our customers.”

CSS Corp’s presence as a global leader in providing exceptional customer service has grown over the past two decades. It has built a world-class delivery ecosystem through digitally-infused operations, and an award-winning talent development platform. The company drives B2C and B2B customer experience and technical support services. In the last 2 years, CSS Corp has emerged as the industry’s most awarded mid-tier global services company with over 35 international awards.

The Stevie® Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. More than 2,600 nominations from organizations in 48 nations of all sizes and in virtually every industry were evaluated in this year’s competition. Winners were determined by the average scores of more than 180 professionals worldwide on seven specialized judging committees.

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How embracing virtual hiring will be the new normal in the HR landscape

Social distancing norms are ensuring that recruiters turn towards virtual collaboration platforms that offer 100% mobile experiences.

The Covid-19 pandemic has disrupted almost every aspect of our lives. In our effort to combat it, there has inevitably been consequences to our lives, businesses, and the economy. It has been challenging for employees and employers alike. The changes in the worldwide job market paints an alarming picture of the work scenario for many who are stuck at homes with families to take care of. Business repercussions across industries are forcing leaders to re-think and adapt to ensure business continuity amidst this downturn. The IT and ITES sector which was once brimming with job opportunities and hiring activities has lost some sheen because of the widespread impact caused by Covid-19.

HR at the Forefront

Employees feel they are wading through murky waters with no clue on what is in store with every passing day. Stepping out of the house is a privilege and having a kitchen shelf stocked with groceries is in itself an achievement. Only time will tell if the days of frequenting prospective employers for evaluation tests and successive interviews are gone. Job seekers during these pandemic times are in for a surprise. Everything is going virtual. Remote meetings, virtual collaboration, and digital recruitment are the ways to get through these distressing days.

Across various industries, the HR function faces the brunt of sourcing and engaging talent amidst a disruption they have never experienced before. With all the gloomy news encasing us, it is invigorating to hear that the IT and ITES HR functions continue to provide seamless Employee Experience (EX) by leveraging the power of new-age tools.

Today, employers have greatly adopted the use of these tools to source, hire, and engage employees to ensure optimum staffing across functions. Undoubtedly, new age virtual hiring is playing an integral role in minimizing business disruption and making people dynamically adapt to changing needs. After all for an organization to successfully run the experiences of both employees and customers must be made seamless. With the temporary closure of the usual route to recruiting talent, organizations are taking the virtual highway to accelerate the hiring process with positive results despite remote working regulations in force.

Digital Recruitment Framework

Social distancing norms are ensuring that recruiters turn towards virtual collaboration platforms that offer 100% mobile experiences. Multi-device UX tools have redefined the recruitment processes through their efficiency and seamlessness at every phase of the recruiting process: screening, assessment, documentation, on-boarding, and engagement. After sourcing candidates from online sources and social media, recruiters communicate with candidates through new-age HR platforms for evaluation and screening. These platforms follow global data security norms and data compliance laws, and they integrate with existing HRMS applications. Subsequent interview phases happen via videoconferencing applications.

With a flurry of remote video profiling sessions underway, “trust but verify” is the policy employers follow. Bots, AI, NLP, and ML tools bolster existing applications and offer behavioral insights, test proctoring, web monitoring during interviews. Post the government restricting travel means the entire documentation phase happens online. Selected candidates need to sign specific clauses verifying their identity after which they receive the digital format of appointment letters. Virtual events such as orientation, technical and soft-skill training, and meet-the-leader sessions ensure a sense of connectivity and engagement for the millennial workforce. Quick processing, turnaround, and unflagging momentum overall has surged the number of new hires every month.

All organizations are frenetically racing to step up to the challenges of the pandemic, but of the whole lot, the new-age digital service providers are delivering on SLAs and productivity through 100% utilization of staff. Reports claiming that the pandemic has exposed the frailties of the outsourcing landscape has negligible truth to it; the fact is that IT and ITES firms are braving the storm quite well across various global delivery centers through robust frameworks built on automation, analytics, and AI. By automating routine tasks, HR leaders have more time to focus on core strategic aspects of the enterprise.

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A glimpse into what cybersecurity has in store in 2020

“With the advent of digital transformation across sectors, being cognizant of cybersecurity challenges and safety is of utmost importance. The security landscape in 2020 will include optimal utilization of AI, with deep learning algorithms and mechanisms to combat malware and phishing attacks. As IoT, autonomous things and pervasive connectivity continue to drive digitalization, the possibility of cyber-attackers using more sophisticated AI-based threats looms large. Data threats and cloud security issues are pertinent ones that threaten the scope of cybersecurity now more than ever. Going forward, there will be an increased awareness of the need for a cybersecurity strategy. More cybersecurity products and services that leverage AI/ML and automation will be developed. We also expect cybersecurity to be deeply integrated into more tech products and pave the way for transformation across industries and organizations.”
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Leveraging artificial intelligence to automate data extraction from geotagged images

CSS Corp is enabling leading mapping companies to accelerate POI extraction from geotagged images through AI-ML led automation

While navigating using a mobile device, we often select a source and a destination that are well-known and frequently visited places, such as hotels, apartment complexes, tourist attractions, corporate offices, etc. In mapping parlance, these places are called points of interest (POI). Most location-based applications and services need accurate POI data to serve their users effectively. Among several ways to capture POI data, extracting it from geotagged images is one of the most popular. Geotagged images contain geographical metadata like latitude, longitude, and place names, etc.

However, mapping companies often find it challenging to get detailed POI data generated from geotagged images accurately. Fierce competition in this field has created a demand for high quality and freshness of POI data. It necessitates using efficient processes that bring reality to the maps in real-time or as soon as possible.

A leading mapping and location data platform provider was under immense pressure to scale their services and capture the market share rapidly. A critical component of their services was seamless POI extraction from field-collected geotagged images while maintaining quality and accuracy benchmarks. Done manually, this process can be tedious and time-consuming. CSS Corp was able to support them through rapid deployment of trained resources at scale, empowered with an assisted automation approach, that accelerated the time-to-market for their services. It leveraged its proprietary Geo.Intelli system which uses artificial intelligence for automated extraction of POI data from geotagged images, resulting in faster and efficient processing.

Geo.Intelli is a smart GIS system that automates the geotag extraction for POI location from images and leverages NLP to check the completeness of POI or address name. Its AI-ML based APIs automatically extract the relevant data from images, perform a quality check on images, and reject images that are blurred, non-geocoded, or in invalid format. To ensure high accuracy, the system automatically cross-validates the extracted data with reference source data like area, city, latitude, longitude, and ZIP Code. It also allows for multiple POI addition from a single image.

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CSS Corp expects hiring growth after work-from-home shift

OUTSOURCING company CSS Corp. sees its Manila operations as a primary driver of aggressive hiring through fiscal year 2021 after it had transitioned to 100% work-from-home operations prior to the lockdown.

“One hundred percent of our workforce currently is working from home without any disruptions to our customer commitments… but at the same time also making sure employee safety is first,” CSS Corp. Philippines Associate Vice-President and Country Head Arvind Appavu said in an online interview in March.

The technical support company, which Mr. Appavu described as “mid-sized” compared to larger outsourcing operations in the country, began moving its 1,500 employees to work-from-home operations on March 9.

President Rodrigo R. Duterte announced a Metro Manila community quarantine on March 12, then extended it to the entirety of Luzon on March 16. Metro Manila remains under a relaxed lockdown until the end of May.

Mr. Appavu said the company had seen a spike in demand as its customers mobilized to respond to the crisis.

“At this point in time, one of the things that we are seeing is there’s increased demand with most of our customers because of the nature of customers that we’re working with,” he said.

Most of CSS Corp.’s customers are technology companies, with telecommunications companies coping with demand to migrate connections to homes.

CSS Corp. also works with original equipment manufacturers that are now working with governments to support hospital networks.

The revenue growth of its Philippine operations is up 10% quarter on quarter in the fiscal year that ended in March 2020, ahead of the global company’s 4%.

The company will be onboarding 1,000 new employees virtually, and had given incentives to employees that had helped in the shift to work-from-home operations.
President Rodrigo R. Duterte announced a Metro Manila community quarantine on March 12, then extended it to the entirety of Luzon on March 16. Metro Manila remains under a relaxed lockdown until the end of May.

Mr. Appavu said the company had seen a spike in demand as its customers mobilized to respond to the crisis.

“At this point in time, one of the things that we are seeing is there’s increased demand with most of our customers because of the nature of customers that we’re working with,” he said.

Most of CSS Corp.’s customers are technology companies, with telecommunications companies coping with demand to migrate connections to homes.

CSS Corp. also works with original equipment manufacturers that are now working with governments to support hospital networks.

The revenue growth of its Philippine operations is up 10% quarter on quarter in the fiscal year that ended in March 2020, ahead of the global company’s 4%.

The company will be onboarding 1,000 new employees virtually, and had given incentives to employees that had helped in the shift to work-from-home operations.

Mr. Appavu said the company would maintain its growth expectations set at the beginning of the year, but is watching for the further impact of the COVID-19 pandemic.

Outsourcing industry players recently said the Philippines might lose clients to other countries if it is not able to boost work-from-home connectivity, as well as ensure data security.

CSS Corp. said that prolonged work-from-home operations could create susceptibility to laptop and desktop hacking.

“To tighten the security measures further, we have doubled the monitoring on systems and networks to safeguard our data integrity,” it said. — Jenina P. Ibañez

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Automation and AI trends for 2020

AI and automation are two levers of digital transformation that are helping enterprises reimagine work and the larger workplace. Here are some trends that could sustain their momentum as we step into 2020.

Hyper-automation: Hyper-automation(HA) is gaining momentum as a key technology trend for 2020. It brings the totality of an organization’s automation effort under a single umbrella. HA is not just about automating tasks – it’s much bigger. It’s about seamless integration between systems. With HA, organizations can automate most of core business areas and involve everyone in the transformation.

Starting with RPA (at the core), it adds AI, process mining, ML and other tools to expand its capability. It also creates a digital twin of an organization (DTO) that becomes an integral part of the HA process and the organization. As a result, HA unlocks maximum efficiencies for organizations and that’s why it commands such attention.

Quantum computing and AI: Quantum computing is essentially harnessing and exploiting the laws of quantum mechanics to process information. The ability to store information in quantum bits simultaneously (both 0 and 1) unlike 0s or 1s discretely, and having the innate ability process massive amounts of data provides new avenues and opportunities for AI.

For example, a quantum computer could help develop virtual assistants with true contextual awareness and near human-like understanding for customers. Though this technology is still in a nascent stage, AI and quantum computing are likely to emerge as two sides of the same coin with the potential to accelerate the most complex transactions.

Digital workforce: Welcome the future of work! Digital workers! At its core, they are creation of disconnected automation tools – each one of whom has incredible potential to augment human efforts. We are already seeing this in action with RPA, AI and ML. These technologies create digital personas who “think” and “analyze” like humans, and have the capability to execute actions with speed and accuracy 24/7.

For instance, a digital worker can automate the entire process of submitting and raising invoices, can process cheques, process work orders without any supervision. These digital workers are different from bots as they have skills that combine routine tasks, cognitive functions and analytical abilities.

Autonomous things powered by AI: This is an era of intelligence-enabled devices. AI has given devices the capability to think, see, read, write, move and talk. These functions are helping humans in every sphere. They are based on recent developments in deep learning and artificial intelligence, giving devices the ability to actionize and control their environment on their own.

For instance, drones from Amazon have already started delivering packages. Amazon also uses a completed automated warehouse to bring orders home.

AI-based security: The stupendous rise of AI has everyone questioning where to draw the line because the same technology can be used for harmful effects. Cyber security is a growing issue mainly fueled by the widespread adoption of interconnected systems with multiple interfaces which open up new threat vectors.

Hackers are increasingly leveraging “Offensive AI” to launch systematic cyber-attacks. As we step into 2020, organizations will need to counter this with even more sophisticated AI capabilities.

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CSS Corp named a ‘Leader’ in NelsonHall’s NEAT Report for Cognitive Customer Experience Services

CSS Corp, new-age IT services and technology Support Company, today announced that it has been recognized as a ‘Leader’ in NelsonHall’s Cognitive Customer Experience (CX) Services NEAT 2020 report in the CX improvement capability market segment.

The report analyzed and evaluated the performance of 14 global CX service providers, against a two-axis dynamic metric on their ability to meet future client requirements and deliver immediate benefits.

CSS Corp harnesses the power of cognitive technologies, intelligent automation, data analytics, and deep learning to power its world-class CX services.

The company stands tall as a distinguished industry player in combining technical innovation with strategic delivery excellence to drive successful business outcomes in CX operations for its global clients across industries.

NelsonHall’s report recognizes the unique combination of CSS Corp’s home-grown cognitive platforms and services that empower their customers to tremendously accelerate growth and profitability, provide delightful customer experiences, and eliminate unnecessary effort by leveraging cutting-edge technology interventions.

“Today, clients expect service providers to leverage emerging technologies for simplifying their CX operations and delivering tangible business outcomes. CSS Corp’s ability to proactively address these demands has made us one of the most recognized global service providers in the industry. Our robust strategy and expertise in cognitive technologies to streamline CX operations, has not only created positive business transformation and overall customer delight for our clients but also led to huge strides towards pioneering the next wave of disruptive technologies. We are glad to have been recognized as a ‘Leader’ by NelsonHall in their flagship report. It is yet another testament to our state-of-the-art technical innovation and CX services in managing large-scale operations for our customers in the burgeoning CX ecosystem”, said Manish Tandon, Chief Executive Officer at CSS Corp.

“In a competitive environment, continuously moving up the CX benchmark, CSS Corp has strong capabilities to predict and pre-empt technical support issues. Its position as a Leader in cognitive CX services NEAT 2020 for CX improvement is a testament to its deep IT and digital expertise to augment agents with proprietary cognitive tools and models and enhance live interactions by bringing additional value to the customer conversation”, said Ivan Kotzev, Lead Analyst at NelsonHall.

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Technology Support Flourishes Amid Crisis

The technology support industry has truly been tested with the current pandemic, but I am happy to say that, in general, technology companies have been able to successfully move thousands of support employees to work from home and increase virtual engagement with customers. In fact, the data we are collecting shows that not only have the challenges of the last couple of months been successfully met, in many ways, support is flourishing amid the crisis. With all the gloom and doom in the news, I wanted to share some data showing how resilient this industry has proven itself to be.

I’m hearing amazing stories every day. One of my favorite is from CSS, a global service provider that successfully transitioned 7,000 call center employees across the globe, with a large population in India and the Philippines, to work from home within 48 hours with virtually no drop in service levels. And according to the data TSIA has collected as part of our Rapid Research Response initiative, this is the rule more than the exception, as evidenced by the following statistics:

A total of 61 percent of companies said that the impact of transitioning support employees to work remotely has been minimal; 34 percent said there was a slight impact. Only 4 percent reported a significant impact to service levels, and most of these impacts were short term as work-at-home tools and processes were formalized.
A total of 86 percent of companies report that their support teams have been briefed on how to communicate their companies’ responses to COVID-19 to customers. If you are in the remaining 14 percent, take some time TODAY to write up some FAQs for support employees to have at their fingertips in case customers are asking about impacts and guidelines.
A total of 79 percent of support organizations report they have recommunicated or renegotiated service level agreements (SLAs) on their ability to respond to customer requests. And in most cases, this was committing to even more challenging SLAs. Demonstrating to customers that you are there for them when times are tough is a critical way to build long-term profitable relationships.
All the hand-wringing by some firms at having employees working from home seems to have been misplaced anxiety. Having worked from home myself since 2003, I am always confused why executives are so fearful of remote employees, and these fears seem more often grounded in the desire to monitor and control employees rather than to enable their success. So what has been the impact of support suddenly moving to a work from home model?

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